Escalations Resolution Specialist

Two Harbors Investment Corp.; Fort Mill (SC); On-site; USD 42,000 - 60,000; Full time

Job summary

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.

Qualifications

• 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

Responsibilities

• 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.

Skills

Empathy & courtesy

Customer-service

Decision making under pressure

Discretion with sensitive matters

Resourceful in resolution

Escalation handling

Verbal & written communication

Team player

Mortgage experience

Education

College preferred

High school diploma or GED acceptable

Tools

MSP

Five9

Job description

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. This feedback is captured and provided to the call center leadership team to deep dive.

Individuals in this role are experts in identifying frustrated customers, understanding opportunities for improvement within an agent/customer interaction, and in finding solutions to solve customer issues. 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.

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

Qualifications:

Required

• 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

Desired

• College preferred, high school degree or GED accepted with experience or other pertinent skills
• Experience with working escalation support and or escalated calls

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 this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• 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

• Non-Exempt

Travel

• None