Account Resolution Specialist

Job Description

446 Wrenplace Rd, Fort Mill, SC 29715, USA •

Posted Thursday, January 8, 2026 at 5:00 AM

As a Customer Service Specialist 3, you’ll serve as a critical front-line advocate for our customers, delivering proactive support and strategic solutions to those who are 60+ delinquent, in loss mitigation or navigating the insurance claims process. You’ll act with urgency, empathy, and precision to guide customers toward financial recovery – ensuring every interaction drives clarity, trust, and progress.

This role reports directly to the Customer Service Supervisor and requires the ability to build strong, outcome-oriented relationships across supporting lines of business and with every customer served.

• Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.
• Speak clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
• Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
• Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
• Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven.
• Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
• Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations.
• Operate within all regulatory and internal guidelines. Uphold the company’s commitment to integrity and compliance.

• Skilled at speaking clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
• Strong understanding of mortgage servicing processes including escrow, payment processing, and default servicing
• 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 communication, active listening, and problem-solving skills
• 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)
• 3+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
• GSE and GNMA experience
• Experience with mortgage servicing and MSP platforms

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.

• 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 tasks like keyboarding, operating office equipment, and…