Customer Resolution Response Specialist

Two Harbors Investment•Coppell, TX

7d•Onsite

About The Position

The Customer Resolution Response Specialist is responsible for the resolution of written customer complaints, requests for information, and/or assistance under the direction of the Customer Resolution Response Manager. The incumbents will communicate the resolution to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the period provided by the CFPB Mortgage Servicing Rules, other applicable laws, and RPMS SLAs. The Correspondence Resolution Response Specialist reports to the Customer Resolution Response Manager and must develop strong working relationships with key stakeholders, vendors, co-workers, and customers.

Requirements

Bachelor’s degree required
Two or more years of mortgage servicing related experience and/or customer service experience
Proficient with Microsoft Office Suite, SharePoint, MSP
Strong research and writing skills
Must be available on some weekends as required

Nice To Haves

Ability to work effectively with others at all levels across the organization and provide authoritative guidance to management and staff within the organization
Ability to work under tight deadlines
Exceptional organizational skills
Exceptional time management skills
Attention to detail
Experience in pipeline management
Business writing experience preferred

Responsibilities

Manage a pipeline consisting of written customer complaints and requests for information and/or assistance
Research and analyze issues raised by the customer
Satisfy customer needs with efficiency, expediency, and thoroughness
Act as an internal advocate for service excellence and continuous improvement
Ensure all correspondence is logged and tracked via defined processes
Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.
Conduct root cause analysis for customer complaints and inquiries
Work with cross-department co-workers to ensure that all service delivery objectives are met
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