High Risk Complaint Specialist

The High-Risk Complaint Response Specialist is responsible for the resolution of written customer complaints and notices of error. The incumbents will communicate the resolution to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the time period provided by the CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.

The High-Risk Complaint Response Specialist reports to the VP, Assistant General Counsel and must develop strong working relationships with key stakeholders, vendors, investors, co-workers, and customers.

Responsibilities

• Manage a pipeline consisting of written customer complaints and notices of error
• Researching and analyzing issues raised by the customer
• Draft a response that resolves the issues and satisfies the customers’ needs
• Act as an internal advocate for White Glove Service and continuous improvement
• Ensure all correspondence is logged and tracked via defined processes
• Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.
• Perform a quality assurance review of the response letters to ensure all issues have been thoroughly addressed
• Other work-related duties, as assigned
• Responsible for meeting RoundPoint’s commitment to compliance
  
  

Qualifications

Required:

• Bachelor’s degree in business or law related field, equivalent education or related training or experience
• Three or more years of mortgage servicing related experience, demonstrating a high level of expertise in a variety of mortgage servicing topics
• Proficient with Microsoft Office products, including SharePoint
• Strong working knowledge of the customer response obligations associated with a servicing corporation
• Strong research and writing skills
• Ability to manage and execute multiple complex projects within required timelines
  
  

Desired

• Able to work effectively with others at all levels across the organization and provide authoritative guidance to management and staff within the organization
• Exceptional organizational skills
• Attention to detail
• Knowledge of Black Knight MSP/Director 7
• Mortgage compliance and/or legal experience preferred
• Experience as a consumer ombudsman is a plus
  
  

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
  
  

Telecommuter Position

• No