Account Resolution Specialist

Two Harbors Investment•Coppell, TX

About The Position

As a Customer Service Specialist 3, you’ll serve as a critical front-line advocate for our customers, delivering proactive support and strategic solutions to those who are 60+ delinquent, in loss mitigation or navigating the insurance claims process. You’ll act with urgency, empathy, and precision to guide customers toward financial recovery – ensuring every interaction drives clarity, trust, and progress. This role reports directly to the Customer Service Supervisor and requires the ability to build strong, outcome-oriented relationships across supporting lines of business and with every customer served. Responsibilities: Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.Speak clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven. Contribute to a positive, accountable team culture focused on growth, support, and service excellence.Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations. Operate within all regulatory and internal guidelines. Uphold the company’s commitment to integrity and compliance.

Requirements

Knowledge of GSE (Fannie Mae/Freddie Mac/Ginnie Mae) servicing guidelines
Skilled at speaking clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
Strong understanding of mortgage servicing processes including escrow, payment processing, and default servicing
Ability to work independently and as part of a team in a fast-paced environment
Ability to remain calm and solution oriented when dealing with difficult situations or working under pressure
Ability to handle high call volumes while maintaining quality and accuracy
Excellent communication, active listening, and problem-solving skills
Demonstrated patience, empathy, and professionalism in handling customer concerns
Proficiency in multitasking, prioritizing, and managing time efficiently
High School Diploma or GED required (college degree is a plus)
3+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
GSE and GNMA experience
Experience with mortgage servicing and MSP platforms

Responsibilities

Quickly assess the root cause of customer delinquency.
Formulate resolution strategies that restore account health and stabilize future payments.
Speak clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
Accurately identify and assess customers for loss mitigation support.
Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven.
Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
Maintain accurate, timely account records.
Communicate clearly and act decisively in high-stakes situations.
Operate within all regulatory and internal guidelines.
Uphold the company’s commitment to integrity and compliance.