Customer Service Specialist

Job Description

Posted Thursday, January 15, 2026 at 5:00 AM

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 elevate 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
• 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 fingers for…