Customer Service Specialist

Position: Customer Service Specialist 1
At Round Point, our customers are at the heart of everything we do - and as a Customer Service Specialist 1, you'll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies.

Whether you're answering a question, solutioning a problem, or guiding customers through our service tools, your goal is always the same: deliver a caring, helpful, and clear experience in every interaction. You'll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.
Responsibilities:

Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information

Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
Provide accurate and timely information on mortgage products, statements, and processes
Research and resolve customer issues and escalate complex cases when necessary
Monitor and manage early stage, Pre
30 accounts using designated collection techniques
Maintain detailed and accurate customer records in loan servicing system
Ensure all communication meets regulatory and company compliance standards
Stay current on company products, services, and updates to effectively assist customers
Provide compassionate, solutions-focused support to customers in imminent default situations

Qualifications:

Required

Skilled at speaking clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
Display strong analytical skills and ability to calculate payments
Proficiency in Microsoft Office
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 verbal and written communication skills, including active listening
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)

2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment

Desired

Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines
Proficiency in loan servicing system: LMS

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…