AVP of Customer Service

RoundPoint Mortgage Servicing•Fort Mill, SC

12d•Onsite

About The Position

The AVP of Customer Service provides strategic leadership, operational oversight, and performance management across Customer Service. Reporting directly to the VP of Customer Service, the role advances the department’s strategic vision, drives operational excellence, and supports consistently exceptional, customer-centric service. The position combines strategic planning with hands-on operational leadership, translating business priorities into actionable plans, measurable outcomes, and sustainable improvements. The AVP leads and develops high-performing teams and reinforces clear expectations for employee conduct, communication, service delivery, and leadership accountability. The scope and responsibilities may expand as RoundPoint’s business and operational needs evolve. The role oversees Customer Service, Collections, and Default-related call types, with responsibility for service performance, customer experience, call quality, productivity, collection effectiveness, and operational efficiency. The AVP uses operational data and customer feedback to identify performance gaps, improve processes, and guide staffing and resource decisions. The position also oversees departmental policies, procedures, operational guidance, and process documentation, and ensures that updates are communicated clearly and consistently. The position requires flexibility in scheduling as business needs require. It is located in Fort Mill, South Carolina, and involves no travel. The work environment is usually quiet to moderate, with communication in person and by phone, extended periods of sitting, regular computer and office-equipment use, and occasional standing, walking, and lifting.

Requirements

At least four years of successful call center supervisory or management experience, with demonstrated progression in leadership responsibility.
Strong background in call center customer service operations, preferably in mortgage servicing or a similarly regulated financial services environment.
Deep understanding of FHA, USDA, VA, and Government-Sponsored Enterprise (GSE) servicing requirements.
Strong knowledge of call center operations, telephony systems, performance management, and loss mitigation processes.
Ability to analyze operational data, identify performance opportunities, develop strategies, and drive measurable results.
Ability to lead change, improve processes, and translate strategic priorities into operational execution.
Demonstrated commitment to customer-centric service, employee professionalism, and accountability for performance and conduct.
Strong leadership, coaching, employee development, and relationship-building capabilities.
Exceptional written and verbal communication skills, including the ability to influence stakeholders, communicate strategic direction, and navigate complex business challenges.
Ability to collaborate across departments, locations, and leadership levels with a positive, solutions-oriented approach.
Strong working knowledge of ICE systems, BITB, and Microsoft Office applications.
Ability to adapt to changing business needs, manage competing priorities, and support a growing organization.
Flexibility in scheduling as required by business needs.

Nice To Haves

Bachelor’s degree in business administration, management, finance, or a related field.
Lean, Six Sigma, or other process improvement certification.
Experience in Loss Mitigation Operations.
Experience leading multi-site or large-scale call center operations.
Demonstrated success leading strategic initiatives, operational transformations, technology implementations, or customer experience improvement programs.
Experience developing performance management frameworks, leadership accountability practices, and scalable operational processes.

Responsibilities

Champion a customer-centric culture that prioritizes customer needs, empathy, ownership, and clear, accurate, professional service throughout the customer journey.
Establish and reinforce expectations for professionalism, communication, call handling, issue resolution, and customer experience.
Ensure accountability for service standards, appropriate judgment, and positive representation of RoundPoint in customer interactions.
Review customer feedback, complaints, quality findings, and interaction trends to improve service, employee capabilities, and prevention of recurring issues.
Partner with Quality Assurance, Training, Compliance, and other stakeholders to identify performance trends, strengthen coaching, and close knowledge or execution gaps.
Promote consistent customer experience across teams, locations, channels, and servicing functions.
Build, coach, motivate, and develop high-performing leaders and teams aligned with RoundPoint’s values and customer-first culture.
Set expectations for leadership ownership, employee development, performance management, and accountability.
Develop leaders’ abilities to coach employees, interpret performance data, address conduct and quality concerns, and deliver sustainable results.
Foster collaboration, transparency, continuous learning, and professional growth while maintaining high execution standards.
Identify talent, succession, and development opportunities to strengthen the leadership pipeline.
Ensure leaders address performance deficiencies, recognize strong performance, and consistently apply policies, procedures, and standards.
Support organizational alignment and change initiatives through communication, stakeholder engagement, leadership development, and transition planning.
Oversee Customer Service, Collections, and Default-related call types to align performance with service levels, business objectives, and investor expectations.
Establish, monitor, and drive accountability for KPIs covering customer experience, service levels, call quality, productivity, collection effectiveness, and operational efficiency.
Analyze performance trends, identify root causes of gaps, and develop strategies to improve and sustain results.
Promote proactive performance management, ownership of outcomes, and timely corrective action when expectations are not met.
Use analytics, reporting, and operational insights to inform decisions, prioritize resources, improve employee performance, and measure initiatives.
Evaluate processes, workflows, staffing models, and controls for opportunities to improve efficiency, scalability, consistency, and effectiveness.
Lead continuous improvement through process optimization, standardization, automation, and thoughtful adoption of emerging technologies.
Oversee the development, maintenance, and execution of departmental policies and procedures, operational guidance, and process documentation.
Ensure updates and department-wide communications are delivered clearly and promptly to support operational alignment, regulatory compliance, leadership awareness, and consistent expectations.