Customer Service Specialist

Two Harbors Investment Corp. • Fort Mill, SC

302d • $20 • Onsite

About The Position

RoundPoint's brand identity rests in the hands of the Customer Service Representative. The Customer Service Representative manages RoundPoint's reputation and advances it through superior proactive and reactive communication. The Customer Service Representative achieves this end by translating our customers' needs into answers to their questions, workflows to other departments, and/or knowledge of RoundPoint's self-service products. The Customer Service Representative creates the solution to any problem by the end of the conversation. This is more than Customer Service!

Requirements

• 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 and 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

Nice To Haves

• 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 a plus

Responsibilities

• Attentively listen to our customers
• Progress customers' needs into effective solutions
• Speak clearly using basic vocabulary (it's all about effectiveness)
• 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 at large
• Strictly adhere to working schedules. You must be working on time.
• Adhere to RoundPoint's (obsessive) commitment to compliance
• Other duties not described above may be assigned as needed

Benefits

• Fulltime W2 employee eligible for benefit offerings
• Hourly non-exempt position paying $20.00 (per hour), plus overtime, plus monthly incentive, plus shift differential
• Potential annual earnings of roughly $47,500 - 60,000 depending on individual performance
• Robust training in the first month on the job
• Clear and attainable path for upward mobility within the Contact Center after six months of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Funds, Trusts, and Other Financial Vehicles
• Education Level: High school or GED