Escalations Resolution Specialist: Customer Care Advocate

CrossCountry Mortgage, LLC

Fort Mill (SC)

On-site

USD 50,000 - 65,000

Full time

5 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

CrossCountry Mortgage, LLC is seeking an Escalations Resolution Specialist in Fort Mill, SC on-site. You will support RoundPoint Mortgage Servicing LLC by handling escalated customer calls, documenting outcomes, and coordinating with Call Center leadership and other lines of business to find timely resolutions.

The role requires mortgage experience and MSP/Five9 software familiarity, strong communication, and the ability to navigate multiple servicing systems while maintaining compliance.

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

MSP/Five9

Communication

Time management

Microsoft Office

Tools

MSP/Five9

Job description

The role requires mortgage experience and MSP/Five9 software familiarity, strong communication, and the ability to navigate multiple servicing systems while maintaining compliance.

Get your free, confidential resume review.

or drag and drop your file here.