Delinquency Resolution Specialist

TWO; Fort Mill (SC); On-site; USD 42,000 - 65,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 3 to act as a front-line advocate for customers, delivering proactive support through delinquency, loss mitigation, and insurance claim processes. You will report to the Customer Service Supervisor and collaborate across lines of business to build trusted customer relationships.

Role emphasizes urgency, empathy, and precision to guide customers toward financial recovery while maintaining compliant and accurate records for

Qualifications

• Confident with technology and ready to learn new systems.
• Strong verbal and written communication 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.
• Experience with collections, mortgage servicing, call center operations, or customer service.

Responsibilities

• Diagnose and resolve delinquency root causes; formulate resolution strategies.
• Lead with empathy; have clear, compassionate conversations about financial situations.
• Loss mitigation expertise; guide customers through loss mitigation processes.
• Own the journey; manage resolutions including documentation and milestones.
• Deliver exceptional customer experience with professionalism and results-driven approach.
• Collaborate cross-functionally to support service excellence.
• 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

Adaptability

Reliability

Discretion with confidential matters

Customer service mindset

Team-oriented

Education

High school diploma or GED

Tools

MSP platforms

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 3 to act as a front-line advocate for customers, delivering proactive support through delinquency, loss mitigation, and insurance claim processes. You will report to the Customer Service Supervisor and collaborate across lines of business to build trusted customer relationships.

Role emphasizes urgency, empathy, and precision to guide customers toward financial recovery while maintaining compliant and accurate records for