Customer Service Specialist II (Onsite- Coppell, Texas)
$31,200–$31,200 year
On-siteCoppell, Texas, United States
Coppell, Texas, United StatesOn-siteFull Time$31,200–$31,200 yearMedium
Full TimeMedium
Job Summary
Listen attentively and resolve simple and complex customer matters with empathy and urgency, turning challenges into clear, accurate solutions. Navigate multiple systems to locate and process information while proactively reviewing loan accounts to anticipate needs or risks. Monitor and manage early stage, Pre30 accounts using designated collection techniques and accurately identify customers for loss mitigation support. Act as a critical link between customers and RoundPoint, following all compliance and regulatory requirements without exception. Be available for weekends and holidays as needed.
Required Qualifications
- High School Diploma or GED required
- Strong empathy and emotional intelligence in all situations
- Ability to handle complex customer scenarios with patience, logic, and sound judgment
- Fast and accurate multitasking – type while communicating clearly
- Confident with technology and ready to learn new systems
- Solid critical thinking – identify problems and create solutions
- Comfortable performing basic math and calculations
- Excellent communication – spoken, written, and interpersonal
- Decisive under pressure and in rapidly changing situations
- Highly adaptable and able to retain new information quickly
- Collaborative team player with a positive attitude
- Exercises discretion when dealing with sensitive information
- Detail-oriented with strong grammar and writing skills
- Ability to communicate effectively through speech and hearing, both in-person and over the phone
- 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
- Must be available for weekends and holidays
- Ability to sit for extended periods of time
- Ability to occasionally stand and walk
- Ability to remain in a stationary position for extended periods
- Ability to occasionally climb or balance, and stoop, kneel, crouch, or crawl
- Ability to regularly use hands and fingers for tasks like keyboarding, operating office equipment, and filing documents
Desired Qualifications
- College degree (a plus)
- Customer service experience in a call center or industries like mortgage, finance, healthcare, retail or insurance
- GSE and GNMA experience
- Experience with mortgage servicing and MSP platforms
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