Mortgage Servicing Specialist II: Expert Customer Support

RoundPoint Mortgage Servicing LLC; Fort Mill (SC); On-site; USD 36,000 - 48,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist Tier II to be the first point of contact for mortgage accounts, payments, and inquiries. You will collaborate with Supervisors and cross-functional teams to ensure exceptional service while complying with mortgage regulations.

The role emphasizes accurate record-keeping, problem resolution, and empathy for customers in financial distress, with a start date of early January 2027.

Qualifications

• High school diploma or GED required; college degree is a plus.
• 2+ years of customer service experience, preferably in mortgage servicing or call center environments.
• Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines preferred.
• Proficiency with loan servicing systems (LMS) preferred.
• Excellent communication, patience, empathy, and professionalism in handling customer concerns.

Responsibilities

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

Skills

Communication skills

Customer service

Time management

Analytical skills

MS Office proficiency

Empathy

Education

High School Diploma or GED

College degree (plus)

Tools

LMS

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist Tier II to be the first point of contact for mortgage accounts, payments, and inquiries. You will collaborate with Supervisors and cross-functional teams to ensure exceptional service while complying with mortgage regulations.

The role emphasizes accurate record-keeping, problem resolution, and empathy for customers in financial distress, with a start date of early January 2027.