Mortgage Support Specialist II — Empathy & Solutions

RoundPoint Mortgage Servicing LLC; Coppell (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 in Coppell, TX. The role focuses on resolving customer needs with clarity, empathy, and efficiency, acting as a reliable liaison between customers and the company.

You will partner with supervisors and support lines of business to translate challenges into actionable solutions, selecting the best path to quick, accurate outcomes. Weekend/holiday availability is required, with a focus on service excellence.

Qualifications

• Strong empathy and emotional intelligence in all situations.
• Ability to handle complex customer scenarios with patience, logic, and sound judgment.
• Fast and accurate multitasking while communicating clearly.
• Confident with technology and ready to learn new systems.
• Detail-oriented with strong grammar and writing skills.
• Operate within regulatory and internal guidelines, upholding integrity.

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.
• Identify and assess customers for loss mitigation support and guide them through the process.
• Show up consistently and on time – reliability matters.
• Follow all compliance and regulatory requirements without exception.
• Support the team with additional duties as needed.

Skills

Empathy

Multitasking

Communication

Tech-savvy

Detail-oriented

Regulatory compliance

Education

High School Diploma or GED

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 in Coppell, TX. The role focuses on resolving customer needs with clarity, empathy, and efficiency, acting as a reliable liaison between customers and the company.

You will partner with supervisors and support lines of business to translate challenges into actionable solutions, selecting the best path to quick, accurate outcomes. Weekend/holiday availability is required, with a focus on service excellence.