Customer Service Specialist 1

Two Harbors Investment • Coppell, TX

12h

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.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 systemEnsure 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

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 (college degree is a plus)
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment

Nice To Haves

• 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