Customer Service Specialist III

RoundPoint Mortgage Servicing LLC; Fort Mill (SC); On-site; USD 50,000 - 75,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Service Specialist Tier III to serve as the first point of contact for mortgage accounts, payments, and inquiries. You will work with Supervisors and different lines of business to deliver exceptional service while ensuring regulatory compliance.

The role emphasizes compassionate, solutions-focused support, detailed record-keeping in the servicing system, and handling high call volumes with accuracy.

Qualifications

• High school diploma or GED required.
• 2+ years in customer service, preferably in mortgage servicing or a call center.
• Knowledge of GSE servicing guidelines preferred.
• Proficient with LMS and MS Office.
• Excellent communication and time management skills.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries about loan status, payments, and account information.
• Assist customers with troubleshooting, navigating the site, and payment-related questions.
• Provide accurate information on mortgage products, statements, and processes.
• Research and resolve customer issues and escalate complex cases when necessary.
• Monitor and manage early stage Pre30 accounts using designated collection techniques.
• Maintain detailed customer records in the loan servicing system.
• Ensure compliance with regulatory and company standards.
• Stay current on products, services, and updates to assist customers effectively.
• Provide compassionate, solutions-focused support in imminent default situations.

Skills

Communication

Time management

Analytical skills

MS Office

High call volumes

Empathy

Professionalism

Education

High School Diploma or GED

College degree (a plus)

Tools

LMS

Job description

Position Overview:

As a Customer Service Specialist Tier III, 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 *escalate* 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.