Customer Service Specialist 1

Two Harbors Investment • Coppell, TX

2d • Onsite

About The Position

At RoundPoint, our customers are at the heart of everything we do – and as a Customer Service Specialist 1, you’ll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies. Whether you’re answering a question, solutioning a problem, or guiding customers through our service tools, your goal is always the same: deliver a caring, helpful, and clear experience in every interaction. You’ll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.

Requirements

• Skilled at speaking clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
• Display strong analytical skills and ability to calculate payments
• Proficiency in Microsoft Office
• 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 verbal and written communication skills, including active listening
• Demonstrated patience, empathy, and professionalism in handling customer concerns
• Proficiency in multitasking, prioritizing, and managing time efficiently
• High School Diploma or GED required
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment

Nice To Haves

• college degree is a plus
• Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines
• Proficiency in loan servicing system: LMS

Responsibilities

• Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
• Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
• Provide accurate and timely information on mortgage products, statements, and processes
• Research and resolve customer issues and escalate complex cases when necessary
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Maintain detailed and accurate customer records in loan servicing system
• Ensure all communication meets regulatory and company compliance standards
• Stay current on company products, services, and updates to effectively assist customers
• Provide compassionate, solutions-focused support to customers in imminent default situations

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED