Mortgage Servicing Support Specialist I

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 1 to be the frontline helper for customers with mortgage accounts, payments, and general inquiries. You will deliver a caring, helpful, and clear experience while adhering to servicing regulations.

Responsibilities include handling calls, emails, and chats, guiding customers through service tools, and maintaining accurate loan records. The role emphasizes empathy, accuracy, and regulatory compliance.

Qualifications

• High School Diploma or GED required.
• 2+ years of customer service experience, preferably in mortgage servicing or call center.
• Strong verbal and written communication, active listening, and empathy.
• Ability to calculate payments and use MS Office.
• Demonstrated patience and professionalism handling customer concerns.

Responsibilities

• Respond to inbound calls, emails, and chat regarding loan status, payments, and account information.
• Assist customers with troubleshooting, navigation of service tools, and account inquiries.
• Provide accurate information on mortgage products, statements, and processes.
• Research and resolve customer issues; escalate complex cases as needed.
• Maintain detailed, accurate records in the loan servicing system.
• Ensure all communications comply with regulations and company policies.

Skills

Customer Service

Clear communication

Analytical skills

MS Office

Multitasking

Time management

Patience & Empathy

Ability to work independently

Education

High School Diploma or GED

Tools

LMS

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 1 to be the frontline helper for customers with mortgage accounts, payments, and general inquiries. You will deliver a caring, helpful, and clear experience while adhering to servicing regulations.

Responsibilities include handling calls, emails, and chats, guiding customers through service tools, and maintaining accurate loan records. The role emphasizes empathy, accuracy, and regulatory compliance.