Customer Service Specialist 1 (Onsite-Coppell, Texas)

TWO; Coppell (TX); On-site; USD 38,000 - 46,000; Full time

Job summary

RoundPoint is seeking a Customer Service Specialist 1 to be the first point of contact for customers regarding mortgage accounts, payments, and general inquiries. The role emphasizes delivering a caring, helpful, and clear experience while complying with servicing regulations and company policies.

You will respond to inquiries, guide customers through service tools, and collaborate with Supervisors and lines of business to ensure exceptional service delivery.

Qualifications

• 1–2 years of customer service experience or call center experience preferred.
• Strong communication and problem-solving skills.
• Ability to navigate mortgage servicing information and policies.

Responsibilities

• Answer inbound calls, emails, and chats about loan status, payments, and account information.
• Assist customers with troubleshooting, site navigation, and payment-related questions.
• Provide accurate information on mortgage products, statements, and processes.
• Research and resolve customer issues and escalate complex cases when necessary.

Skills

Customer service

Communication

Job description

Job Description

Posted Tuesday, July 21, 2026 at 4:00 AM

At RoundPoint, our customers are at the heart of everything we do – and as a Customer Service Specialist 1, you’ll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies.

Whether you’re answering a question, solutioning a problem, or guiding customers through our service tools, your goal is always the same: deliver a caring, helpful, and clear experience in every interaction. You’ll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
• Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
• Provide accurate and timely information on mortgage products, statements, and processes
• Research and resolve customer issues and* =
• Research and resolve customer issues and elevate complex cases when necessary