Customer Resolution Correspondence Specialist

TWO; Fort Mill (SC); Hybrid; USD 60,000 - 75,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Resolution Response Specialist to manage written customer complaints and information requests, crafting resolution letters under CFPB Mortgage Servicing Rules and RPMS SLAs. The role emphasizes strong research, analysis, and cross-department collaboration to ensure exceptional service and compliance.

You will work with stakeholders including customers, vendors, and investors to resolve issues efficiently, while logging all correspondence

Qualifications

• Bachelor's degree required
• Two or more years of mortgage servicing related experience
• Proficient with Microsoft Office Suite, SharePoint, MSP
• Strong research and writing skills
• Must be available on some weekends as required

Responsibilities

• Manage a pipeline consisting of written customer complaints and requests for information and/or assistance
• Research and analyze issues raised by the customer
• Satisfy customer needs with efficiency, expediency, and thoroughness
• Act as an internal advocate for service excellence and continuous improvement
• Ensure all correspondence is logged and tracked via defined processes
• Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs
• Conduct root cause analysis for customer complaints and inquiries
• Work with cross-department co-workers to ensure that all service delivery objectives are met
• Contribute to continuous improvement projects to improve efficiency and lower costs
• Other work-related duties, as assigned
• Responsible for meeting RoundPoint's commitment to compliance

Skills

Strong research and writing skills

Education

Bachelor's degree

Tools

Microsoft Office Suite

SharePoint

MSP

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Resolution Response Specialist to manage written customer complaints and information requests, crafting resolution letters under CFPB Mortgage Servicing Rules and RPMS SLAs. The role emphasizes strong research, analysis, and cross-department collaboration to ensure exceptional service and compliance.

You will work with stakeholders including customers, vendors, and investors to resolve issues efficiently, while logging all correspondence