Customer Service Supervisor

This role focuses on the successful leadership of RoundPoint Customer Service team members, through effective communication, development and coaching. The ideal candidate will be able to inspire and empower their team to meet and exceed their potential, while building great camaraderie and team chemistry.

You will support ongoing initiatives like hiring, team member engagement, training and onboarding, customer service strategy, training, and content development, and delivering a story-worthy customer experience.

Through strategic thinking and hands on execution, this leader will play an important role in shaping the future of RoundPoint’s customer experience and accomplishing the vision set by the Call Center executive team.

This position will report to the Assistant Vice President of Customer Service.

Responsibilities

• Hire, train, motivate, and performance manage and set monthly goals for team members
• Elevate the performance of all team members in measurable ways
• Inspire and influence a profoundly exceptional employee and customer experience
• Manage all aspects and responsibilities of your customer service team in a call center environment
• Resolve complaints, recover poor customer experiences, and implement preventative improvements
• Partner with other departments in the resolution of customer requests and issues
• Drive the delivery of Story Worthy Customer Experiences with every internal and external customer
• Operate as a trusted, dependable, effective teammate within the Customer Care leadership team
• Be responsible for meeting RoundPoint’s commitment to compliance throughout the year
• Foster a positive work culture conducive to collaboration and growth.
• Other duties as assigned
  
  

Qualifications

Required:

• Call center or Customer Service leadership experience
• Exceptional communication and interpersonal skills
• Strong knowledge of Microsoft Office Suite
• Inspiring, engaging communicator with strong writing skills
• Experience developing the skillset of team members
• Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and leadership
• Need to have flexibility in scheduling (7am-8pm)
  
  

Desired

• Mortgage Experience
  
  

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

• Coppell, Texas
  
  

Employee Status

• Regular
  
  

Travel

• No
  
  

Telecommuter Position

• No