Customer Resolution Response Supervisor

Lead a mortgage servicing correspondence team resolving written customer inquiries. The Customer Resolution Response Supervisor is responsible for ensuring all resolutions are communicated 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 laws, and RPMS SLAs.

The Customer Resolution Response Supervisor reports to the AVP – Customer Resolution; and must develop strong working relationships with direct reports, key stakeholders, vendors, investors, co-workers, and customers.

Responsibilities

• Manage a team including motivating, hiring, training, performance management, and setting monthly goals.
• Address the escalation of issues and coordinate with appropriate internal and external resources to provide resolution.
• Lead the day-to-day practical implementation of the Company’s policies and procedures, as well as state and federal law requirements, with respect to customer correspondence and Requests for Information.
• Control the pipeline of consumer inquiries and qualified written requests.
• Control the creation of thoughtful, detailed, and actionable fact documentation; action item recommendations for process improvement; and clear, fair, and objective documentation of human error in each case file.
• Control the resolution process to ensure that all resolutions are completed on the basis of what is best for our customers with a judicious appreciation of risk.
• Alert leadership of emerging risks illustrated by customer communications and/or revealed during the resolution research process.
• Act as an internal advocate for operational excellence and continuous improvement.
• Control the process to ensure all correspondence is logged and tracked.
• Maintain department regulatory compliance; keep informed on changes in regulation.
• Establish productivity objectives and strategies.
• Monitor productivity and provide assistance to staff when needed.
  
  

Qualifications

Required:

• College degree required
• 1-3 years supervisory experience
• Excellent communication skills (verbal and written) and persuasive communication style
• Ability to direct, lead, and motivate others in a team environment
• Detail oriented and organized
• Strong analytical skills and numeric aptitude
• Ability to meet goals and deadlines under pressure in a fast paced, stressful environment
• Ability to work a flexible schedule to include required evening and weekend hours
• Strong knowledge of RESPA guidelines and the legal responsibilities involved with servicing loans and responding to Notices of Error and Requests for Information.
  
  

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 tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• 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