Customer Service Specialist - Two Harbors Investments Corp

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!

We're looking for people who

• Can stay creative and have fun within a very structured day

• Love a non-stop ever-changing workplace (important things change, so we evolve faster than our market!)

• Value ethics above all else

• Have a sincere thirst for knowledge (we'll teach you a lot!)

• Embody our White Glove Service principles

• Are genuine, sincere hard workers with grit (we have a work hard, play hard mentality!)

• Strive to outperform their peers while maintaining a positive and fun attitude

• Are eager to treat every caller as a unique individual (even better: win over the ones who are most upset)

• 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 (just kidding kinda)

Primary Responsibilities:

Our Customer Service Representatives report to Customer Service Supervisors and develop strong working relationships with other servicing partners. Our Customer Service Representatives identify problems and then draft blueprints other departments use to create solutions.

• 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

Qualifications

Required:

• 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

Desired:

• 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

FAQs

Q: Is this a fulltime position?

A: Yes, in this position you will be a fulltime W2 employee eligible for our benefit offerings.

Q: What does the role pay?

A: This is an hourly non-exempt position paying $20.00 (per hour), plus overtime, plus monthly incentive, plus shift differential. Depending on your individual performance, you can expect to earn roughly $47,500 - 60,000 annually.

Q: Do I need prior experience?

A: No! While prior experience can be a great asset it isn't required. We are more interested in hiring individuals with a winning attitude and a desire to ensure our customers are their top priority! Moreover, we offer robust training in the first month on the job.

Q: Can I grow my career with RoundPoint?

A: The path for upward mobility is clear and attainable. You will be eligible to post to other positions within the Contact Center after six months of employment!

BTW ~ This job is not for everyone (just being honest). This is a difficult role, and the grind can be taxing. If you aren't motivated, have difficulty with time management, following instructions, conducting research, and connecting interpersonally this is NOT the job for you. However, if you have what it takes you will quickly prove to be an asset and put on a path to expand your career ambitions!

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee is regularly required to talk or hear.

• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.

• The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.

• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location

• Fort Mill, SC

Employee Status

• Regular

Travel

• No

Telecommuter Position

• No