Document Processing Specialist

TWO; Northern (KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Correspondence Fulfillment Specialist to manage letter fulfillment tasks under leadership. You will prepare, transmit, and oversee print vendors to ensure timely delivery across the mortgage lifecycle.

The role requires strong customer service, data handling, and vendor management skills, with availability for evenings and weekends in a fast-paced environment. Exempt employment status applies.

Qualifications

• Bachelor's degree required
• Ability to use software tools like Microsoft Word, Excel, and PowerPoint
• Practical experience with BKFS
• Must have excellent organization, interpersonal, communication, and customer relation skills
• Detail oriented and the ability to multi-task
• Highly motivated, organized and disciplined
• Two years of customer service experience; one year in a customer facing role at RoundPoint
• Must be available to work evenings, weekends, holidays, etc. as required
• Must excel in fast paced, high pressure, constantly changing environments and manage emotionally charged and stressful situations
• Strong critical thinking, organization, and excellent verbal and written communication skills
• Detail Oriented
• Great Communications skills

Responsibilities

• Takes directions from the Correspondence Fulfillment Quality Assurance Specialist and/or Correspondence Fulfillment Supervisor/Manager to deliver effective fulfillment expectations
• Providing outstanding customer service to both internal and external customers
• Root cause and correct issues with data transmission to and from RoundPoint's third party print vendors
• Monitor print vendor production performance and intervene to correct production issues as they emerge
• Front line oversight of print vendor performance against SLAs and contract requirements
• Oversight of automated processes in RoundPoint’s system of record
• Maintaining productive working relationships with print vendor staff and internal lines of business
• Working with cross-department co-workers to ensure that all service delivery objectives are met
• Tracking and monitoring output to ensure items are delivered timely to the print vendor
• Contribute to continuous improvement projects to improve efficiency and lower costs
• Other work-related duties, as assigned
• Responsible for meeting RoundPoint's commitment to compliance

Skills

Customer service

Communication

Organization

Multi-tasking

Detail oriented

Verbal and written communication

Education

Bachelor's degree

Tools

BKFS

Microsoft Word

Microsoft Excel

PowerPoint

Job description

The Correspondence Fulfillment Specialist is responsible for the completion of letter fulfillment tasks under the direction of Correspondence Fulfillment Leadership. The CFS is responsible for letter preparation, transmission, and print vendor oversight to ensure letters are generated and delivered to our customers throughout the mortgage life cycle of the loan.

Responsibilities

• Takes directions from the Correspondence Fulfillment Quality Assurance Specialist and/or Correspondence Fulfillment Supervisor/Manager to deliver effective fulfillment expectations
• Providing outstanding customer service to both internal and external customers
• Root cause and correct issues with data transmission to and from RoundPoint's third party print vendors
• Monitor print vendor production performance and intervene to correct production issues as they emerge
• Front line oversight of print vendor performance against SLAs and contract requirements
• Oversight of automated processes in RoundPoint’s system of record
• Maintaining productive working relationships with print vendor staff and internal lines of business
• Working with cross-department co-workers to ensure that all service delivery objectives are met
• Tracking and monitoring output to ensure items are delivered timely to the print vendor
• Contribute to continuous improvement projects to improve efficiency and lower costs
• Other work-related duties, as assigned
• Responsible for meeting RoundPoint's commitment to compliance

Qualifications

Required

• Bachelor's degree required
• Ability to use software tools like Microsoft Word, Excel, and PowerPoint
• Practical experience with BKFS
• Must have excellent organization, interpersonal, communication, and customer relation skills
• Detail oriented and the ability to multi-task
• Highly motivated, organized and disciplined
• Two years of customer service experience; one year in a customer facing role at RoundPoint
• Must be available to work evenings, weekends, holidays, etc. as required
• Must excel in fast paced, high pressure, constantly changing environments and manage emotionally charged and stressful situations
• Strong critical thinking, organization, and excellent verbal and written communication skills
• Detail Oriented
• Great Communications skills

Desired

• Related bachelor's degree desired
• Mortgage and/or legal experience preferred
• Driven to solve problems and provide excellent customer experience
• Experience with mortgage, consumer lending,and/or banking issues a plus

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role.

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location

• Fort Mill, SC
• Coppell, TX

Employee Status

• Exempt

Travel

• None