Senior Customer Resolution Intake Lead

Two Harbors Investment Corp.; Fort Mill (SC); On-site; USD 65,000 - 90,000; Full time

Job summary

Two Harbors Investment Corp. is seeking a Customer Resolution Intake Supervisor in Fort Mill, SC.

You will lead the intake team, oversee written customer communications, and initiate business processes for internal stakeholders while ensuring compliance with RESPA and related regulations. The role requires 1–3 years of supervisory experience, strong communication skills, and the ability to manage deadlines in a fast-paced environment.

Qualifications

• College degree required.
• 1–3 years supervisory experience.
• Excellent communication skills (verbal and written).
• Ability to direct, lead, and motivate others in a team environment.
• Detail oriented and organized.
• Strong analytical skills and numeric aptitude.
• Ability to meet goals and deadlines under pressure in a fast paced, stressful environment.
• Ability to work a flexible schedule to include required evening and weekend hours.
• Strong knowledge of RESPA guidelines and the legal responsibilities involved with servicing loans and responding to Notices of Error and Requests for Information.

Responsibilities

• Manage a team including motivating, hiring, training, performance management, and setting monthly goals.
• Address the escalation of issues and coordinate with appropriate internal and external resources to provide resolution.
• Lead the day to day practical implementation of the Company’s policies and procedures, as well as state and federal law requirements, with respect to customer correspondence, Notices of Error, and Requests for Information.
• Ensure team properly analyzes, create case in Correspondence Tracker, routs to the correct recipient, and initiates business processes in accordance with the documented procedures.
• Control the outbound handling of first class and certified USPS mail; commercial delivery service packages; outbound email; and outbound vendor fulfilled mailing.
• Maintain department regulatory compliance; keep informed on changes in regulation.
• Establish productivity objectives and strategies.
• Monitor productivity and provide assistance to staff when needed.
• Review/prepare reports for management.
• Create and update procedures for the team.
• Generate quality assessment reports.
• Recommend process improvements and training opportunities based on analysis of work produced.
• Contribute to continuous improvement projects to improve efficiency and lower costs.
• Other work related duties, as assigned
• Responsible for meeting RoundPoint’s commitment to compliance

Skills

Supervisory experience

Communication skills

Leadership

Detail oriented

Analytical skills

Numeric aptitude

Flexible schedule

RESPA guidelines

Education

College degree

Job description

Two Harbors Investment Corp. is seeking a Customer Resolution Intake Supervisor in Fort Mill, SC.

You will lead the intake team, oversee written customer communications, and initiate business processes for internal stakeholders while ensuring compliance with RESPA and related regulations. The role requires 1–3 years of supervisory experience, strong communication skills, and the ability to manage deadlines in a fast-paced environment.