Account Resolution Specialist

As a Customer Service Specialist 3, you'll serve as a critical front-line advocate for our customers, delivering proactive support and strategic solutions to those who are 60+ delinquent, in loss mitigation or navigating the insurance claims process. You'll act with urgency, empathy, and precision to guide customers toward financial recovery - ensuring every interaction drives clarity, trust, and progress.

This role reports directly to the Customer Service Supervisor and requires the ability to build strong, outcome-oriented relationships across supporting lines of business and with every customer served.

Responsibilities:

Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.
Speak clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
Manage all aspects of the resolution process - from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
Deliver an exceptional customer experience in every interaction - professionalism, personalized, and results-driven.
Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations.
Operate within all regulatory and internal guidelines. Uphold the company's commitment to integrity and compliance.

Qualifications:

Required:

Knowledge of GSE (Fannie Mae/Freddie Mac/Ginnie Mae) servicing guidelines
Skilled at speaking clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
Strong understanding of mortgage servicing processes including escrow, payment processing, and default servicing
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 communication, active listening, and problem-solving skills
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)
3+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
GSE and GNMA experience

Experience with mortgage servicing and MSP platforms

Why Round Point?
We serve people, not just accounts.
We're here to help customers through one of life's biggest journeys - and we take that responsibility seriously. We believe in growing together, solving problems with heart, and celebrating wins along the way!
Our team is driven by six core values:
Aim high - we deliver excellence in everything we do, stay focused - we innovate and evolve by overcoming obstacles, take action - we are empowered to impact our company's performance, follow through - we hold each out accountable, and we say what we're going to do and do what we say, all in - we are trusted partners for our customers every step of the way, and we care - we prioritize our people, customers, and community.

At Round Point, you'll be encouraged to bring ideas, deliver real solutions, and help our customers every step of the way.

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 their role.

Ability to communicate effectively through speech and hearing, both in-person and over the phone.
The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About Round Point Mortgage Servicing LLC
Round Point Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, Round Point was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business…