Customer Resolution & Intake Specialist

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

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