Customer Resolution Intake Quality Analyst

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Two Harbors Investment Corp. is seeking an Intake Quality Analyst to perform quality reviews of intake processes, complaints, and response letters to customers.

The role works with multiple stakeholders and is focused on accuracy, writing quality, and continuous improvement. Responsibilities include evaluating correspondence, ensuring correct data entry in RPMS (LPS) and CCN/SharePoint, and generating QA reports.

Qualifications

• College degree required.
• Experience using Microsoft Suite, SharePoint, Adobe Acrobat, LPS.
• Must have data entry experience.
• Two years of customer service experience.
• Must have customer service experience and strong writing skills.
• Must be available on some weekends as required.

Responsibilities

• Conduct quality reviews as part of the Customer Resolution Processing production flow by evaluating processed correspondence and response letters, including associated system entries, using management approved checklists.
• Evaluate physical mail and emailed response letters for appropriate substantive resolution, writing quality, and completeness of response package.
• Confirm correct and complete information is entered into RPMS (LPS) and CCN/SharePoint as applicable.
• Review and remediate exception items identified in the Daily Correspondence Processing and Response Specialist dashboard.
• Generate quality assessment reports for leadership; recommend training opportunities; advocate for White Glove Service and continuous improvement.

Skills

Data entry

Microsoft Suite

SharePoint

Adobe Acrobat

LPS

Customer service

Writing

Education

College degree

Job description

The Intake Quality Analyst is responsible for the quality review of the Intake Analyst processes, complaint and request system entries, and the outflow process for response letters to the customers.

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

Responsibilities:

• Conduct quality reviews as part of the Customer Resolution Processing production flow by evaluating processed correspondence and response letters, including associated system entries, using management approved checklists
  • Evaluate physical mail and emailed response letters for:
    • Appropriate substantive resolution
    • Writing quality (spelling, grammar, and logical flow)
    • Completeness of response package
  • Confirm correct and complete information for each item has been entered into the RPMS system of record (LPS)
  • Confirm correct and complete information for each item has been entered into the Correspondence Department SharePoint site (if applicable)
  • Confirm correct and complete information for each item has been entered into the Customer Care Network (CCN) portal (if applicable)
  • Review and remediate exception items identified in the Daily Correspondence Processing and Response Specialist 1 Dashboard
• Generate quality assessment reports for use by Correspondence Department leadership
• Recommend training opportunities based on analysis of work produced
• Act as an internal advocate for White Glove Service and continuous improvement
• 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:

• College degree required
• Experience using Microsoft Suite, SharePoint, Adobe Acrobat, LPS
• Must have data entry experience
• Two years of customer service experience
• Must have customer service experience and strong writing skills
• Must be available on some weekends as required

Desired:

• Experience with mortgage, consumer lending,and/or banking issues is a plus
• Mortgage and/or legal experience preferred

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

• Fort Mill, SC
• Coppell, TX

Employee Status

• Regular

Travel

• No

Telecommuter Position

• No