Mortgage Servicing Support Specialist

RoundPoint Mortgage Servicing LLC; Fort Mill (SC); On-site; USD 34,000 - 52,000; 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 deliver a caring, helpful, and clear experience while ensuring compliance with servicing regulations and company policies.

You’ll collaborate with Supervisors and support lines of business to ensure every customer receives exceptional service, answering questions, troubleshooting, and guiding customers through service tools

Qualifications

• Excellent verbal and written communication skills.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
• Assist customers through troubleshooting and navigation of the company site and accounts.
• 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 designated collection techniques.
• Maintain detailed customer records in loan servicing system.
• Ensure all communication meets regulatory and company standards.
• Stay current on products, services, and updates to assist customers.
• Provide compassionate, solutions-focused support in imminent default situations.

Skills

Communication

Active Listening

Empathy

Problem Solving

Multitasking

Microsoft Office

Payments Calculations

Teamwork

Independence

Customer Service

Regulatory Compliance

Education

High School Diploma or GED

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 deliver a caring, helpful, and clear experience while ensuring compliance with servicing regulations and company policies.

You’ll collaborate with Supervisors and support lines of business to ensure every customer receives exceptional service, answering questions, troubleshooting, and guiding customers through service tools