Escalations Resolution Specialist

CCM CrossCountry Mortgage, LLC; Cleveland (OH); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, vision

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC seeks an Escalations Resolution Specialist to support RoundPoint Mortgage Servicing LLC. The role focuses on addressing escalated customer needs identified by Call Center staff, resolving issues promptly, and documenting root causes for broader improvements.

You will collaborate across lines of business, ensure compliance, and navigate servicing systems to drive solutions and enhancements.

Qualifications

• 1+ years of mortgage experience required.
• MSP/Five9 software experience required.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Proficient with Microsoft Office applications.

Responsibilities

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents
• Handle all escalated calls as a trusted guide.
• 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

Mortgage experience

Communication skills

Customer service

Time management

Tools

MSP software

Five9 software

Job description

CrossCountry Mortgage (CCM)is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Escalations Resolution Specialist will support RoundPoint Mortgage Servicing LLC. The Escalation Resolution Specialist is part of the Tier 1 Escalation Resolution team, whose primary responsibility is addressing the needs of escalated customers who have requested leadership, following an interaction with one of our call center representatives. Their first objective is resolving the immediate customer’s escalation, then identifying the root cause of the issue. Escalation Resolution Specialist should be comfortable with contacting other lines of business to gather information and be able to document and recognize patterns of larger issues. The Escalation Resolution Specialist reports to the Escalation Resolution Supervisor and must build and maintain relationships across Call Center Departments and amongst other lines of business.

Job Responsibilities:

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents
• Handle all escalated calls as a trusted guide.
• 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

Qualifications and Skills:

• 1+ years of mortgage experience, required.
• MSP/Five9 software experience, required.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Proficient with Microsoft Office applications.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career.

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”).

The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation.

The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it!

Thanks for your interest in working on our team! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.