Mortgage Servicing Support Specialist

RoundPoint Mortgage Servicing LLC; Coppell (TX); Hybrid; 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’ll deliver a caring, compliant, and clear experience while working with Supervisors to ensure exceptional service.

In this role you will respond to calls, emails, and chats, help customers navigate our tools, and maintain accurate records in our loan servicing system.

Qualifications

• High School Diploma or GED required.
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
• Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
• Provide accurate and timely information on mortgage products, statements, and processes
• Research and resolve customer issues and elevate complex cases when necessary
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Maintain detailed and accurate customer records in loan servicing system
• Ensure all communication meets regulatory and company compliance standards
• Stay current on company products, services, and updates to effectively assist customers
• Provide compassionate, solutions-focused support to customers in imminent default situations

Skills

Clear communication

Analytical skills

Microsoft Office

Independence

Calm under pressure

Time management

Multitasking

Written communication

Patience

Customer service experience

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’ll deliver a caring, compliant, and clear experience while working with Supervisors to ensure exceptional service.

In this role you will respond to calls, emails, and chats, help customers navigate our tools, and maintain accurate records in our loan servicing system.