Escalations Resolution Specialist

CrossCountry Mortgage, LLC • Fort Mill, SC

3d

About The Position

The Escalations Resolution Specialist supports RoundPoint Mortgage Servicing LLC as part of its Tier 1 Escalation Resolution team. The team addresses the needs of customers who have requested leadership after interacting with a call center representative. The specialist’s primary objectives are to resolve the customer’s immediate escalation and identify its root cause.

The role involves contacting other lines of business to gather information, documenting cases, and recognizing patterns that may indicate broader issues. The specialist builds and maintains relationships across Call Center departments and other lines of business, and reports to the Escalation Resolution Supervisor.

Requirements

• At least 1 year of mortgage experience.
• MSP/Five9 software experience.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Proficiency with Microsoft Office applications.

Responsibilities

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents.
• Handle escalated calls as a trusted guide.
• Document escalated calls and track opportunities for improvement.
• Serve as a liaison between Call Center leadership and other lines of business to provide resolution.
• Adhere to RoundPoint’s commitment to compliance.
• Navigate multiple servicing-related systems and platforms efficiently.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Company-provided short-term disability
• Employee assistance program
• Wellness program

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed