Customer Service Specialist

The Customer Service Representative at RoundPoint plays a crucial role in managing the company's brand identity and reputation through proactive and reactive communication. They are responsible for translating customer needs into solutions, coordinating with different departments, and providing knowledge about RoundPoint's self-service products. The representative must possess strong customer service skills, be detail-oriented, and have the ability to work in a fast-paced environment. This full-time position offers opportunities for growth within the company and the ability to work remotely.

• Attentively listen to customers
• Progress customers' needs into effective solutions
• Speak clearly using basic vocabulary
• Efficiently navigate through multiple servicing related systems and platforms
• Work challenging hours such as holidays, nights, and weekends
• Proactively review loan accounts for potential talking points
• Serve as the communication channel between customers and the organization
• Strictly adhere to working schedules
• Adhere to RoundPoint's commitment to compliance
• Other duties as assigned
• Can empathize with anybody going through a tough situation
• Ability to simultaneously talk and quickly/accurately type 35 WPM
• Moderate technical proficiencies/computer literacy
• Ability to assess if an explanation or situation actually "makes sense"
• Ability to apply mathematical concepts and calculations
• Strong oral, written, and interpersonal skills
• Strong customer-service skills, including courteous telephone etiquette
• Ability to interpret policies and procedures and communicate effectively
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Ability to adapt to a fast-paced environment and learn new information and procedures
• Ability to work under stress and pressure and respond to inquiries with tact, diplomacy, and patience
• Ability to excel in a team environment
• Ability to exercise discretion on sensitive and confidential matters
• Excellent punctuation, spelling, grammar, and proofreading skills
• College preferred, high school degree or GED accepted with experience or other pertinent skills
• Customer service call center or customer service experience is a plus
• Mortgage/MSP software experience is a plus

• Can stay creative and have fun within a very structured day
• Love a non-stop ever-changing workplace
• Value ethics above all else
• Have a sincere thirst for knowledge
• Embody White Glove Service principles
• Are genuine, sincere hard workers with grit
• Strive to outperform their peers while maintaining a positive and fun attitude
• Are eager to treat every caller as a unique individual
• Want to become mortgage "know-it-alls" and exceptional "people-people"
• Will be the hero; who love diagnosing and solving problems for others
• Are thorough, detail-oriented, quick-on-their-feet, outside-of-the-box thinkers
• Smile until their faces hurt
• Can empathize with anybody going through a tough situation
• Ability to simultaneously talk and quickly/accurately type 35 WPM
• Moderate technical proficiencies/computer literacy
• Ability to assess if an explanation or situation actually "makes sense"
• Ability to apply mathematical concepts and calculations
• Strong oral, written, and interpersonal skills
• Strong customer-service skills, including courteous telephone etiquette
• Ability to interpret policies and procedures and communicate effectively
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Ability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures
• Ability to work under stress and pressure and respond to inquiries with tact, diplomacy, and patience
• Ability to excel in a team environment
• Ability to exercise discretion on sensitive and confidential matters
• Excellent punctuation, spelling, grammar, and proofreading skills
• College preferred, high school degree or GED accepted with experience or other pertinent skills
• Customer service call center or customer service experience such as insurance, retail, banking, hospital medical office, or other experience with extensive customer contact is a plus
• Mortgage/MSP software experience is a plus

• Paying at least $17.31 per hour, plus overtime, plus monthly incentive, plus shift differential
• Opportunity to work from home (remote workforce)
• Possibility of shifting to a hybrid model requiring 2-3 in-office days per week
• No prior experience required, robust training provided
• Clear and attainable path for upward mobility within the company
• Next class of agents starting in mid-June 2023
• Challenging role with opportunities for career expansion
• RoundPoint's Employee Value Proposition: Grow, make a difference, and have fun along the way
• Positive work culture that encourages personal and professional growth
• Named one of 2019's Best Mortgage Companies to Work For
• Core values: Energy, Ethics, Execution, Everyone, and Earn it
• Empowerment to innovate, provide meaningful solutions, set and achieve goals
• Opportunity to give back to the community
• Reasonable accommodations for individuals with disabilities
• Physical demands and working conditions described in detail