Delinquency & Loss Mitigation Specialist

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

Two Harbors Investment Corp. is seeking a Customer Service Specialist 3 in Coppell, TX to support 60+ delinquency cases, loss mitigation, and insurance-claims navigation. You will provide proactive, empathetic, and precise assistance aimed at driving financial recovery and progress.

The role reports to the Customer Service Supervisor and requires collaboration across supporting lines of business to deliver clear, trusted resolutions and a high-quality customer experience in every interaction.

Qualifications

• Confident with technology and ready to learn new systems.
• Strong communication – both verbal and written – with emphasis on active listening and clarity.
• Analytical skills and mathematical calculations.
• High adaptability in fast-changing environments.
• Show up consistently and on time – reliability matters.
• Strong judgment in handling confidential matters.
• Proven customer service mindset with polished phone presence.
• Team-oriented, self-driven, and solutions-focused.
• Deep sense of urgency and commitment to exceeding goals.
• High School Diploma or GED required (college degree is a plus).
• Experience with collections, mortgage servicing, call center operations, or customer service.

Responsibilities

• Diagnose and resolve delinquency root causes and formulate resolution strategies to restore account health.
• Engage in clear, empathetic conversations to understand financial situations and guide resolution paths.
• Identify loss mitigation opportunities and guide customers through the process with clarity.
• Manage the full resolution journey from documentation and payments to insurance claims milestones.
• Deliver an exceptional customer experience with professionalism and results-driven service.
• Collaborate across teams to foster a growth-focused, supportive culture.
• Maintain accurate, timely account records and communicate clearly in high-stakes situations.
• Operate within regulatory and internal guidelines to uphold integrity and compliance.

Skills

Tech-savvy

Strong communication

Analytical skills

Reliability

Confidentiality

Customer service mindset

Team player

Urgency & accountability

Education

High School Diploma or GED

Job description

Two Harbors Investment Corp. is seeking a Customer Service Specialist 3 in Coppell, TX to support 60+ delinquency cases, loss mitigation, and insurance-claims navigation. You will provide proactive, empathetic, and precise assistance aimed at driving financial recovery and progress.

The role reports to the Customer Service Supervisor and requires collaboration across supporting lines of business to deliver clear, trusted resolutions and a high-quality customer experience in every interaction.