Two Harbors Investments Corp Fort Mill , SC 29716
Posted 1 month ago
Position Summary:
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!
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
Employee Status
Travel
Telecommuter Position
Two Harbors Investments Corp