Customer Resolution Intake Analyst

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 55,000 - 65,000; Full time

Job summary

Two Harbors Investment Corp. through RoundPoint Mortgage Servicing LLC is seeking a Customer Resolution Intake Analyst in Coppell, TX. The role focuses on processing inbound communications, initiating business processes for recipient units, and handling outbound responses to customer inquiries and complaints.

Strong communication and organizational skills are essential. The position reports to the Customer Resolution Intake Supervisor and requires a Bachelor’s degree with proficiency in BKFS and

Qualifications

• Bachelor’s degree required.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Practical experience with BKFS; strong organization and communication skills.

Responsibilities

• Take directions from the Customer Resolution Intake Manager to deliver processing services.
• Provide outstanding customer service to internal and external customers.
• Analyze incoming communications from RoundPoint’s channels.
• Initiate business processes for recipient business units per documented processes.
• Respond to customer inquiries using predefined messages.
• Process outbound responses to customer complaints and inquiries via electronic and physical channels.
• Collaborate with cross-department coworkers to meet service delivery objectives.
• Contribute to continuous improvement projects to increase efficiency and reduce costs.
• Perform other duties as assigned.
• Support RoundPoint’s compliance commitments.

Skills

Interpersonal communication

Customer service

Organizational skills

Multitasking

Education

Bachelor's degree

Tools

BKFS

Microsoft Word

Microsoft Excel

PowerPoint

Job description

The Customer Resolution Intake Analyst is responsible for the completion of key inflow and outflow processing tasks, under the direction of Correspondence Leadership. The Customer Resolution Intake Analyst is responsible for processing inbound customer communications received via RoundPoint’s electronic and physical channels, initiating business processes for recipient business units, and processing outbound responses to customer complaints, inquires, and requests for assistance.

The Customer Resolution Intake Analyst reports to the Customer Resolution Intake Supervisor and must develop strong working relationships with co-workers, vendors, and customers.

Responsibilities

• Takes directions from the Customer Resolution Intake Manager to deliver effective processing services
• Providing outstanding customer service to both internal and external customers
• Analyze incoming communications received via RoundPoint’s electronic and physical channels
• Initiate business processes for recipient business units in accordance with documented processes
• Respond to customer inquiries using appropriate predefined messages
• Process outbound responses to customer complaints, inquires, and requests for assistance via electronic and physical channels
• Working 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

Qualifications

Required

• Bachelor’s degree required
• Ability to use software tools like Microsoft Word, Excel, and PowerPoint
• Practical experience with BKFS
• Must have excellent organization, interpersonal, communication, and customer relation skills
• Detail oriented and the ability to multi-task
• Highly motivated, organized and disciplined

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role.

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location

• Coppell, TX

Employee Status

• Exempt

Travel

• None