Mortgage Customer Support Specialist I

RoundPoint Mortgage Servicing LLC; Coppell (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 1 to be the first point of contact for mortgage accounts, payments, and general inquiries. You will help customers with account information, payment questions, and service tool guidance, delivering a caring and accurate experience.

You will support the team by handling high call volumes, maintaining precise records in our loan servicing system LMS, and staying compliant with regulations.

Qualifications

• Clear and compassionate verbal communication with customers.
• Demonstrated patience, empathy, and professionalism in handling concerns.
• Ability to calculate payments and interpret loan details.
• Proficient in Microsoft Office and able to multitask in a fast-paced environment.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
• Assist customers with troubleshooting, navigating the site, and payment-related inquiries.
• Provide accurate information on mortgage products, statements, and processes.
• Research and resolve customer issues and escalate complex cases when necessary.
• Monitor and manage early stage accounts using prescribed collection techniques.
• Maintain detailed customer records in the loan servicing system (LMS).
• Ensure all communications meet regulatory and company compliance standards.
• Stay updated on company products and services to assist customers effectively.
• Provide compassionate, solutions-focused support in imminent default situations.

Skills

Clear communication

Analytical skills

Microsoft Office

Team player

Calm under pressure

Multitasking

Customer service

Active listening

Empathy

Education

High School Diploma or GED

College degree a plus

Tools

LMS

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 1 to be the first point of contact for mortgage accounts, payments, and general inquiries. You will help customers with account information, payment questions, and service tool guidance, delivering a caring and accurate experience.

You will support the team by handling high call volumes, maintaining precise records in our loan servicing system LMS, and staying compliant with regulations.