Mortgage Servicing: Customer Resolution & Writing Specialist

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a CustomerResolution Response Specialist to resolve written customer complaints and information requests under the guidance of the Customer Resolution Response Manager.

The successful candidate will draft resolution letters, log all correspondence, and ensure timely compliance with CFPB Mortgage Servicing Rules and RPMS SLAs. This role requires teamwork across departments and a dedication to service excellence.

Qualifications

• Bachelor's degree required
• Two or more years of mortgage servicing or customer service experience
• Proficient with Microsoft Office Suite, SharePoint, MSP
• Strong research and writing skills
• Must be available on some weekends as required

Responsibilities

• Manage a pipeline of written customer complaints and information requests
• Research and analyze issues raised by the customer
• Satisfy customer needs with efficiency, expediency, and thoroughness
• Act as an internal advocate for service excellence and continuous improvement
• Ensure all correspondence is logged and tracked via defined processes
• Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs
• Conduct root cause analysis for customer complaints and inquiries
• Work with cross-department co-workers to ensure that all service delivery objectives are met
• Contribute to continuous improvement projects to improve efficiency and lower costs
• Other work-related duties, as assigned
• Responsible for meeting RoundPoint's commitment to compliance

Skills

Strong research and writing skills

Education

Bachelor's degree

Tools

MS Office Suite

SharePoint

MSP

Job description

RoundPoint Mortgage Servicing LLC is seeking a CustomerResolution Response Specialist to resolve written customer complaints and information requests under the guidance of the Customer Resolution Response Manager.

The successful candidate will draft resolution letters, log all correspondence, and ensure timely compliance with CFPB Mortgage Servicing Rules and RPMS SLAs. This role requires teamwork across departments and a dedication to service excellence.