Customer Resolution & Intake Specialist

TWO; South Carolina; On-site; USD 50,000 - 65,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Resolution Intake Analyst to handle inbound and outbound customer communications, initiate business processes for recipient units, and ensure timely processing of inquiries and complaints.

The analyst reports to the Customer Resolution Intake Supervisor, builds strong working relationships with colleagues, vendors, and customers, and delivers outstanding service across channels.

Qualifications

• Bachelor’s degree required.
• Proficiency with Word, Excel, and PowerPoint.
• Practical experience with BKFS.
• Strong organization, interpersonal, communication, and customer relation skills.
• Detail oriented and able to multi-task.
• Highly motivated, organized and disciplined.

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, inquiries, and requests for assistance via electronic and physical channels
• 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

Microsoft Word

Excel

PowerPoint

Interpersonal skills

Customer service

Education

Bachelor’s degree

Tools

BKFS

Job description

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Resolution Intake Analyst to handle inbound and outbound customer communications, initiate business processes for recipient units, and ensure timely processing of inquiries and complaints.

The analyst reports to the Customer Resolution Intake Supervisor, builds strong working relationships with colleagues, vendors, and customers, and delivers outstanding service across channels.