Account Resolution Specialist

The Account Resolution Specialist is responsible for making outbound calls and receiving inbound calls for RoundPoint’s customers who are presently more than 30 days delinquent, in active loss mitigation, and/or going through the insurance claims process.

The Account Resolution Specialist reports to the Account Resolution Supervisor; and must develop strong working relationships with co-workers and customers.

Primary Responsibilities

• Determine why customers are delinquent, formulate delinquency resolution strategy with the customer, and establish cash flow, when applicable, through the delinquency resolution process, and create a sense of urgency to resolve the delinquency.
• Effectively communicate with customers to obtain full understanding of their financial picture and their long-term commitment to resolve delinquency and maintain their monthly payments.
• Accurately identify customers requiring loss mitigation assistance, properly handle the referral process, and thoroughly prepare the customer for the loss mitigation process and requirements.
• Guide customers through the various stages of the loss mitigation or loss draft process; this includes, but is not limited to collected applicable documents, collecting trial payments, and discussing the various milestones.
• Take ownership of and create a Story Worthy Customer Experience throughout each contact.
• Foster a positive work culture conducive to collaboration and growth.
• Document customer account activities thoroughly and concisely.
• Make appropriate decisions quickly and effectively.
• Required to abide by all applicable regulatory and departmental practices and procedures.
• Incumbent will be responsible for meeting RoundPoint’s commitment to compliance.
  
  

Qualifications

Required:

• Computer proficiency.
• Ability to apply mathematical concepts and calculations.
• Strong oral, written, and interpersonal skills, 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.
• Capability 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 work in a team environment.
• Ability to exercise discretion on sensitive and confidential matters.
• Strong sense of urgency about solving problems, meeting challenging deadlines, and achieving goals
  
  

Desired

• Previous collections, customer service, call center experience preferred.
• Director7 and Five9 experience is a plus.
• A college degree is preferred.
  
  

Physical Demands & Working Conditions

Duties

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
• Coppell, TX
  
  

Employee Status

• Regular
  
  

Travel

• No