Delinquency Resolution Specialist: Loss Mitigation & Claims

TWO; Fort Mill (SC); Hybrid; USD 38,000 - 56,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Service Specialist 3 to deliver proactive support and strategic solutions for customers facing 60+ delinquency, loss mitigation, or insurance claims. You will guide customers toward financial recovery with urgency, empathy, and clear communication.

Reporting to the Customer Service Supervisor, you will collaborate across lines of business and with every customer served, while maintaining rigorous records and complying with

Qualifications

• Experience with collections, mortgage servicing, call centers, or customer service.
• Strong verbal and written communication with active listening.
• Analytical thinking and basic math skills.
• Ability to learn new systems quickly and adapt in fast-changing environments.
• Reliable punctuality and consistent performance.
• Sense of urgency with high goal orientation.

Responsibilities

• Diagnose and resolve root causes of delinquency and propose resolutions.
• Engage with customers empathetically to understand financial situations.
• Identify and guide loss mitigation support and insurance claim steps.
• Manage all steps of resolution: docs, payments, milestones.
• Deliver exceptional customer experiences with professionalism.
• Collaborate cross-functionally to support customer outcomes.
• Maintain accurate account records and clear communications.
• Operate within regulatory and internal guidelines.

Skills

Technology literacy

Written communication

Analytical skills

Adaptability

Reliability

Confidential handling

Customer mindset

Team collaboration

Urgency & accuracy

Education

High School Diploma or GED

Tools

MSP platforms

Job description

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Service Specialist 3 to deliver proactive support and strategic solutions for customers facing 60+ delinquency, loss mitigation, or insurance claims. You will guide customers toward financial recovery with urgency, empathy, and clear communication.

Reporting to the Customer Service Supervisor, you will collaborate across lines of business and with every customer served, while maintaining rigorous records and complying with