Customer Service Specialist II

RoundPoint Mortgage Servicing LLC; Fort Mill (SC); On-site; USD 36,000 - 48,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist Tier II to be the first point of contact for mortgage accounts, payments, and inquiries. You will collaborate with Supervisors and cross-functional teams to ensure exceptional service while complying with mortgage regulations.

The role emphasizes accurate record-keeping, problem resolution, and empathy for customers in financial distress, with a start date of early January 2027.

Qualifications

• High school diploma or GED required; college degree is a plus.
• 2+ years of customer service experience, preferably in mortgage servicing or call center environments.
• Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines preferred.
• Proficiency with loan servicing systems (LMS) preferred.
• Excellent communication, patience, empathy, and professionalism in handling customer concerns.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
• Assist customers through troubleshooting and navigating the company site; answer payment-related questions and payoff requests.
• Provide accurate information on mortgage products, statements, and processes.
• Research and resolve customer issues; escalate complex cases when necessary.
• Monitor and manage early-stage accounts using designated collection techniques.
• Maintain detailed and accurate customer records in the loan servicing system.
• Ensure all communications meet regulatory and company compliance standards.
• Stay current on products, services, and updates to assist customers effectively.
• Provide compassionate, solutions-focused support to customers in imminent default situations.

Skills

Communication skills

Customer service

Time management

Analytical skills

MS Office proficiency

Empathy

Education

High School Diploma or GED

College degree (plus)

Tools

LMS

Job description

Position Overview:

As a Customer Service Specialist Tier II, 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.

You’ll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.

Expected Start Date is Monday, January 4th, 2027.

Job 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 elevate complex cases when necessary
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Maintain detailed and accurate customer records in loan servicing system
• Ensure all communication meets regulatory and company compliance standards
• Stay current on company products, services, and updates to effectively assist customers
• Provide compassionate, solutions-focused support to customers in imminent default situations

Qualifications and Skills:

• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Display strong analytical skills and ability to calculate payments
• Proficient with Microsoft Office applications.
• Ability to handle high call volumes while maintaining quality and accuracy
• Demonstrated patience, empathy, and professionalism in handling customer concerns
• High School Diploma or GED required (college degree is a plus)
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
• Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines, preferred
• Proficiency in loan servicing system: LMS, preferred

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.