Customer Success Specialist II – Mortgage Servicing

RoundPoint Mortgage Servicing LLC; Coppell (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 to be the trusted voice, resolving customer needs with clarity, empathy, and efficiency. You’ll partner with Customer Service Supervisors and support lines of business to translate customer challenges into actionable solutions.

Listen attentively and respond to customers with empathy and urgency; resolve both simple and complex matters with professionalism and confidence.

Qualifications

• High School Diploma or GED required; college degree is a plus.
• Strong empathy and emotional intelligence in all situations.
• Ability to handle complex customer scenarios with patience, logic, and sound judgment.
• Fast and accurate multitasking - type while communicating clearly.
• Confident with technology and ready to learn new systems.
• Solid critical thinking - identify problems and create solutions.
• Excellent communication - spoken, written, and interpersonal.
• Decisive under pressure and in rapidly changing situations.
• Highly adaptable and able to retain new information quickly.
• Collaborative team player with a positive attitude.
• Exercises discretion when dealing with sensitive information.
• Operate within all regulatory and internal guidelines.
• High School Diploma or GED required (college degree is a plus)

Responsibilities

• Listen attentively and respond to customers with empathy and urgency.
• Resolve both simple and complex matters with professionalism and confidence.
• Turn customer challenges into clear, accurate, and timely solutions.
• Communicate in plain, direct language that’s easy to understand.
• Navigate multiple systems efficiently to locate and process information.
• Be there when customers need us most - including weekends and holidays.
• Proactively review loan accounts to anticipate customer needs or risks.
• Act as a critical link between customers and RoundPoint.
• Monitor and manage early stage, Pre30 accounts using designated collection techniques.
• Accurately identify and assess customers for loss mitigation support; guide them through the process.
• Follow all compliance and regulatory requirements without exception.
• Support the team with additional duties as needed.
• DQ (minimizing customer and investor risk through resolving delinquency).

Skills

Empathy

Emotional intelligence

Multitasking

Effective communication

Problem solving

Attention to detail

Regulatory compliance

Discretion with information

Team collaboration

Numeracy

Adaptability

Written communication

Education

High School Diploma or GED

College degree is a plus

Tools

MSP platforms

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 to be the trusted voice, resolving customer needs with clarity, empathy, and efficiency. You’ll partner with Customer Service Supervisors and support lines of business to translate customer challenges into actionable solutions.

Listen attentively and respond to customers with empathy and urgency; resolve both simple and complex matters with professionalism and confidence.