Mortgage Servicing Support Specialist

Two Harbors Investment Corp.; Fort Mill (SC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC seeks a Customer Service Specialist 1 to be the first point of contact for mortgage accounts, payments, and inquiries, ensuring compliance and a positive experience.

You will troubleshoot, guide customers through service tools, and collaborate with supervisors to deliver compassionate, accurate support while maintaining documentation in the loan system.

Qualifications

• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment.
• Proficient in Microsoft Office and able to calculate payments accurately.
• Knowledge of mortgage servicing concepts and ability to assist customers efficiently.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
• Assist customers through troubleshooting and navigating service tools, handling payoff requests and document requests.
• Provide accurate 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 communications meet regulatory and company compliance standards.
• Stay current on company products, services, and updates to assist customers.
• Provide compassionate, solutions-focused support to customers in imminent default situations.

Skills

Communication skills

Active listening

Microsoft Office

Teamwork

Problem solving

Ability to work under pressure

2+ years of customer service

Mortgage servicing knowledge

Education

High School Diploma or GED

Tools

LMS

Job description

RoundPoint Mortgage Servicing LLC in Fort Mill, SC seeks a Customer Service Specialist 1 to be the first point of contact for mortgage accounts, payments, and inquiries, ensuring compliance and a positive experience.

You will troubleshoot, guide customers through service tools, and collaborate with supervisors to deliver compassionate, accurate support while maintaining documentation in the loan system.