Senior Customer Care Specialist – Mortgage Servicing

TWO; Coppell (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 to be the trusted voice of RoundPoint – resolving customer needs with clarity, empathy, and efficiency. You’ll partner with Customer Service Supervisors and support lines of business to translate customer challenges into actionable solutions.

You’ll solve problems, streamline communication, and ensure consistent and outstanding experience for every customer, no matter how simple or complicated the request.

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 – type while communicating clearly.
• Confident with technology and ready to learn new systems.
• Solid critical thinking – identify problems and create solutions.
• Detail-oriented with strong grammar and writing skills.
• Excellent communication – spoken, written, and interpersonal.
• Decisive under pressure and in rapidly changing situations.
• High school diploma or GED required; college degree is a plus.
• Customer service experience in a call center or similar industry.

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. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way
• 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

Multitasking

Communication

Tech fluency

Critical thinking

Detail-oriented

Writing skills

Regulatory awareness

Team player

Reliability

Education

High School Diploma or GED

Tools

MSP platforms

Mortgage servicing systems

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 to be the trusted voice of RoundPoint – resolving customer needs with clarity, empathy, and efficiency. You’ll partner with Customer Service Supervisors and support lines of business to translate customer challenges into actionable solutions.

You’ll solve problems, streamline communication, and ensure consistent and outstanding experience for every customer, no matter how simple or complicated the request.