Senior Customer Care & Loss Mitigation Specialist

Two Harbors Investment Corp.; Fort Mill (SC); On-site; USD 42,000 - 62,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 3 in Fort Mill, SC. You will be a front-line advocate supporting customers who are 60+ delinquent or navigating loss mitigation and insurance claims, guiding them toward financial recovery with urgency and empathy.

You will report to the Customer Service Supervisor and collaborate across lines of business to ensure clear, trusted interactions while maintaining accurate records and regulatory compliance.

Qualifications

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Responsibilities

• Diagnose root cause of delinquency and formulate resolution strategies
• Lead with empathy during conversations about customers' financial situations
• Identify and guide through loss mitigation processes
• Manage end-to-end resolution including documents, payments, and insurance claims
• Deliver an exceptional, professional customer experience in every interaction
• Collaborate across teams to support growth and service excellence
• Maintain accurate account records and communicate clearly in high-stakes scenarios
• Uphold regulatory and internal compliance requirements

Skills

Communication skills

Active listening

Analytical skills

Reliability

Confidential handling

Education

High School Diploma or GED

Bachelor's degree (plus)

Tools

MSP platforms

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 3 in Fort Mill, SC. You will be a front-line advocate supporting customers who are 60+ delinquent or navigating loss mitigation and insurance claims, guiding them toward financial recovery with urgency and empathy.

You will report to the Customer Service Supervisor and collaborate across lines of business to ensure clear, trusted interactions while maintaining accurate records and regulatory compliance.