Customer Resolution Intake Supervisor

TWO; South Carolina; On-site; USD 60,000 - 90,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC, seeks a Customer Resolution Intake Supervisor to lead its intake team, manage escalations, and ensure compliant customer communications. The role partners with internal stakeholders to drive resolution and process improvements, while training staff and overseeing performance metrics.

The ideal candidate has 1–3 years of supervisory experience, strong written communication, and deep knowledge of RESPA rules.

Qualifications

• College degree required
• 1-3 years supervisory experience
• Excellent communication skills (verbal and written)
• Ability to direct, lead, and motivate others in a team environment
• Detail oriented and organized
• Strong analytical skills and numeric aptitude
• Ability to meet goals and deadlines under pressure in a fast paced, stressfulenvironment
• Ability to work a flexible schedule to include required evening and weekend hours
• Strong knowledge of RESPA guidelines and the legal responsibilities involved with servicing loans and responding to Notices of Error and Requests for Information

Responsibilities

• Manage a team including motivating, hiring, training, performance management, and setting monthly goals
• Address the escalation of issues and coordinate with appropriate internal and external resources to provide resolution
• Lead the day to day practical implementation of the Company’s policies and procedures, as well as state and federal law requirements, with respect to customer correspondence, Notices of Error, and Requests for Information
• Ensure team properly analyzes, create case in Correspondence Tracker, routs to the correct recipient, and initiates business processes in accordance with the documented procedures
• Control the outbound handling of first class and certified USPS mail; commercial delivery service packages; outbound email; and outbound vendor fulfilled mailing
• Maintain department regulatory compliance; keep informed on changes in regulation
• Establish productivity objectives and strategies
• Monitor productivity and provide assistance to staff when needed
• Review/prepare reports for management
• Create and update procedures for the team
• Generate quality assessment reports
• Recommend process improvements and training opportunities based on analysis of work produced
• 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

Communication skills

Supervisory experience

Detail oriented

Analytical skills

Numeric aptitude

Goal-driven

Flexible schedule

RESPA knowledge

Education

Bachelor's degree

Job description

The Customer Resolution Intake Supervisor leads the Customer Resolution Intake team and has oversight of physical and electronic written communications, initiating business processes on behalf of internal stakeholders, acknowledging and responding to written customer inquiries, complaints, and requests for assistance.

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

Responsibilities

• Manage a team including motivating, hiring, training, performance management, and setting monthly goals
• Address the escalation of issues and coordinate with appropriate internal and external resources to provide resolution
• Lead the day to day practical implementation of the Company’s policies and procedures, as well as state and federal law requirements, with respect to customer correspondence, Notices of Error, and Requests for Information
• Ensure team properly analyzes, create case in Correspondence Tracker, routs to the correct recipient, and initiates business processes in accordance with the documented procedures
• Control the outbound handling of first class and certified USPS mail; commercial delivery service packages; outbound email; and outbound vendor fulfilled mailing
• Maintain department regulatory compliance; keep informed on changes in regulation
• Establish productivity objectives and strategies
• Monitor productivity and provide assistance to staff when needed
• Review/prepare reports for management
• Create and update procedures for the team
• Generate quality assessment reports
• Recommend process improvements and training opportunities based on analysis of work produced
• 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
• 1-3 years supervisory experience
• Excellent communication skills (verbal and written)
• Ability to direct, lead, and motivate others in a team environment
• Detail oriented and organized
• Strong analytical skills and numeric aptitude
• Ability to meet goals and deadlines under pressure in a fast paced, stressfulenvironment
• Ability to work a flexible schedule to include required evening and weekend hours
• Strong knowledge of RESPA guidelines and the legal responsibilities involved with servicing loans and responding to Notices of Error and Requests for Information

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