Mortgage Support Specialist I

Two Harbors Investment Corp.

Fort Mill (SC)

On-site

USD 35,000 - 52,000

Full time

14 days+

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Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist I in Fort Mill, SC. You will serve as the first point of contact for customers seeking information about loan status, payments, and account details.

The role emphasizes compassionate, solution-focused support with a strong focus on accuracy and regulatory compliance. Responsibilities include handling calls, emails, and chats; guiding customers through our service tools; and maintaining precise customer records in the

Qualifications

High School Diploma or GED required (college degree is a plus).
2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment.
Proficiency in loan servicing system: LMS.
Excellent verbal and written communication skills, including active listening.

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 escalate 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.