Mortgage Servicing Support Specialist II

TWO; Fort Mill (SC); Hybrid; USD 38,000 - 56,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC seeks a Customer Service Specialist 2 to deliver exceptional service, resolve diverse customer needs, and support loss mitigation processes. You will engage with customers, navigate multiple systems, and uphold regulatory standards in a fast-paced environment.

This role emphasizes empathy, clear communication, and accurate problem-solving, with weekend and holiday coverage as part of the schedule. Exempt employment with a customer-centric focus.

Qualifications

• Empathy and emotional intelligence in all situations.
• Ability to handle complex customer scenarios with patience, logic, and sound judgment.
• Fast and accurate multitasking – type while communicating clearly.
• Confident with technology and ready to learn new systems.
• Solid critical thinking – identify problems and create solutions.
• Comfortable performing basic math and calculations.

Responsibilities

• Listen attentively and respond to customers with empathy and urgency.
• Resolve both simple and complex matters with professionalism and confidence.
• Turn customer challenges into clear, accurate, and timely solutions.
• Communicate in plain, direct language that’s easy to understand.
• Navigate multiple systems efficiently to locate and process information.
• Be there when customers need us most - including weekends and holidays.
• Proactively review loan accounts to anticipate customer needs or risks.
• Act as a critical link between customers and RoundPoint.
• Monitor and manage early stage, Pre30 accounts using designated collection techniques.
• Accurately identify and assess customers for loss mitigation support.
• Show up consistently and on time - reliability matters.
• Follow all compliance and regulatory requirements without exception.
• Support the team with additional duties as needed.
• Something about DQ (minimizing customer and investor risk through resolving delinquency)

Skills

Empathy

Patience

Multitasking

Tech-savvy

Critical thinking

Math proficiency

Excellent communication

Decision making

Adaptability

Team player

Discretion

Attention to detail

Education

High School Diploma or GED

College degree a plus

Tools

MSP platforms

Mortgage servicing platforms

Job description

RoundPoint Mortgage Servicing LLC in Fort Mill, SC seeks a Customer Service Specialist 2 to deliver exceptional service, resolve diverse customer needs, and support loss mitigation processes. You will engage with customers, navigate multiple systems, and uphold regulatory standards in a fast-paced environment.

This role emphasizes empathy, clear communication, and accurate problem-solving, with weekend and holiday coverage as part of the schedule. Exempt employment with a customer-centric focus.