Empathetic Escalation Resolution Specialist

Two Harbors Investment Corp.; Fort Mill (SC); Vor Ort; USD 42.000 - 60.000; Vollzeit

Zusammenfassung

Two Harbors Investment Corp. seeks an Escalation Resolution Specialist to address escalated customer needs after call-center interactions. You’ll resolve issues, document outcomes, and coordinate with multiple lines of business to improve service quality.

You will report to the Escalation Resolution Supervisor and help connect call-center leadership with other teams, ensuring compliance and smooth information flow across departments in Fort Mill, SC.

Qualifikationen

• Genuine, empathetic demeanor and ability to relate to others in tough situations.
• Strong customer-service skills and courteous telephone etiquette.
• Ability to make decisions in complex, fast-changing environments.
• Work well under stress and respond with tact and patience.
• Discretion handling sensitive matters and confidential information.
• Resourceful using provided job aids and tools for account resolution.
• Proven track record of positive call handling with few escalations.
• Clear verbal and written communication; works well in teams.
• 1–2 years’ mortgage experience and MSP/Five9 software exposure

Aufgaben

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents.
• Handle escalated calls as a trusted guide with empathy and authority.
• Document escalated calls and track opportunities for improvement.
• Serve as a liaison between Call Center leadership and other lines of business.
• Adhere to RoundPoint’s commitment to compliance.
• Navigate multiple servicing systems and platforms efficiently.
• Other duties as needed.

Kenntnisse

Empathy & courtesy

Customer-service

Decision making under pressure

Discretion with sensitive matters

Resourceful in resolution

Escalation handling

Verbal & written communication

Team player

Mortgage experience

Ausbildung

College preferred

High school diploma or GED acceptable

Tools

MSP

Five9

Jobbeschreibung

Two Harbors Investment Corp. seeks an Escalation Resolution Specialist to address escalated customer needs after call-center interactions. You’ll resolve issues, document outcomes, and coordinate with multiple lines of business to improve service quality.

You will report to the Escalation Resolution Supervisor and help connect call-center leadership with other teams, ensuring compliance and smooth information flow across departments in Fort Mill, SC.