Customer Resolution Operations Lead

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

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.