Correspondence Fulfillment Specialist

Position Summary

The Correspondence Fulfillment Specialist is responsible for the completion of key letter fulfillment tasks, under the direction of Business Operations Support Leadership. The Correspondence Fulfillment Specialist is responsible for letter change implementation and print vendor oversight.

Primary Responsibilities

• Takes directions from the Correspondence Fulfillment Supervisor to deliver effective fulfillment services

• Providing outstanding customer service to both internal and external customers

• Diagnose and correct issues with data transmission to and from RPMS third party print vendors

• Monitor print vendor production performance and intervene to correct production issues as they emerge

• Front line oversight of print vendor performance against SLAs and contract requirements

• Oversight of automated processes in RPMS system of record

• Maintaining productive working relationships with print vendor staff and internal customers

• Working with cross-department co-workers to ensure that all service delivery objectives are met

• Tracking and monitoring output to ensure items are delivered timely to the print vendor

• Contribute to continuous improvement projects to improve efficiency and lower costs

• Other work-related duties, as assigned

• Responsible for meeting RoundPoint's commitment to compliance

Qualifications

Required:

• Bachelor's degree required

• Ability to use software tools like Microsoft Word, Excel, and PowerPoint

• Practical experience with BKFS

• Must have excellent organization, interpersonal, communication, and customer relation skills

• Detail oriented and the ability to multi-task

• Highly motivated, organized and disciplined

• Two years of customer service experience; one year in a customer facing role at RoundPoint

• Must be available to work evenings, weekends, holidays, etc. as required

• Must excel in fast paced, high pressure, constantly changing environments and manage emotionally charged and stressful situations

• Strong critical thinking, organization, and excellent verbal and written communication skills

• Detail Oriented

• Great Communications skills

Desired:

• Related Bachelor's degree desired

• Mortgage and/or legal experience preferred

• Driven to solve problems and provide excellent customer experience

• Experience with mortgage, consumer lending, and/or banking issues a plus

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 850,000 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
• Coppell, TX

Employee Status

• Regular

Travel

• No

Telecommuter Position

• No