Mortgage Servicing Specialist III — Expert Customer Care

RoundPoint Mortgage Servicing LLC; Fort Mill (SC); On-site; USD 50,000 - 75,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Service Specialist Tier III to serve as the first point of contact for mortgage accounts, payments, and inquiries. You will work with Supervisors and different lines of business to deliver exceptional service while ensuring regulatory compliance.

The role emphasizes compassionate, solutions-focused support, detailed record-keeping in the servicing system, and handling high call volumes with accuracy.

Qualifications

• High school diploma or GED required.
• 2+ years in customer service, preferably in mortgage servicing or a call center.
• Knowledge of GSE servicing guidelines preferred.
• Proficient with LMS and MS Office.
• Excellent communication and time management skills.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries about loan status, payments, and account information.
• Assist customers with troubleshooting, navigating the site, and payment-related questions.
• 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 Pre30 accounts using designated collection techniques.
• Maintain detailed customer records in the loan servicing system.
• Ensure compliance with regulatory and company standards.
• Stay current on products, services, and updates to assist customers effectively.
• Provide compassionate, solutions-focused support in imminent default situations.

Skills

Communication

Time management

Analytical skills

MS Office

High call volumes

Empathy

Professionalism

Education

High School Diploma or GED

College degree (a plus)

Tools

LMS

Job description

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Service Specialist Tier III to serve as the first point of contact for mortgage accounts, payments, and inquiries. You will work with Supervisors and different lines of business to deliver exceptional service while ensuring regulatory compliance.

The role emphasizes compassionate, solutions-focused support, detailed record-keeping in the servicing system, and handling high call volumes with accuracy.