Escalation Resolution Specialist - Customer Advocate

RoundPoint Mortgage Servicing LLC; Fort Mill (SC); On-site; USD 42,000 - 60,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking an Escalation Resolution Specialist to address escalated customer needs after interactions with call center agents. The role requires identifying root causes, gathering information across lines of business, and documenting patterns for leadership review.

Reporting to the Escalation Resolution Supervisor, you will resolve escalations, guide customers with empathy and authority, and help improve agent/customer interactions while maintaining compliance

Qualifications

• Genuine, empathetic demeanor and ability to relate to others going through a tough situation.
• Strong customer-service skills, including personable and courteous telephone etiquette
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Ability to work under stress/pressure and respond to inquiries with tact, diplomacy, and patience
• Ability to exercise discretion on sensitive and confidential matters
• Ability to be resourceful in account resolution via provided job aides, contacts, and tools
• Proven track record of positive call handling with few calls having previously been transferred to escalation support
• Quality verbal and written communication skills
• Ability to excel in a team environment
• 1-2 years’ mortgage experience
• MSP/Five9 software experience

Responsibilities

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents
• Handle all escalated calls as a trusted guide, showing empathy and authority, guiding the customer to a story worthy customer experience
• Document all escalated calls and track opportunities for improvement
• Serve as a liaison between Call Center leadership and other lines of business to provide resolution
• Adhere to RoundPoint’s commitment to compliance
• Efficiently navigate through multiple servicing related systems and platforms
• Other duties not described above may be assigned as needed

Skills

Empathy

Customer service

Decision making

Stress management

Discretion

Resourcefulness

Communication

Teamwork

Mortgage experience

Education

College preferred

High school degree or GED accepted

Tools

MSP/Five9

Job description

RoundPoint Mortgage Servicing LLC is seeking an Escalation Resolution Specialist to address escalated customer needs after interactions with call center agents. The role requires identifying root causes, gathering information across lines of business, and documenting patterns for leadership review.

Reporting to the Escalation Resolution Supervisor, you will resolve escalations, guide customers with empathy and authority, and help improve agent/customer interactions while maintaining compliance