Correspondence Response Specialist

Profile

Position Overview

The Response Specialist I is responsible for the resolution of written customer requests for information and/or assistance, under the direction of Correspondence Leadership. The Response Specialist I is responsible for communicating the resolution 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 law, and RPMS SLAs.

Working Relationships

The Response Specialist I reports to the Correspondence Processing Supervisor; and must develop strong working relationships with key stakeholders, vendors, investors, co-workers, and customers.

Key Tasks and Responsibilities

Manage a pipeline consisting of written customer requests for information and/or assistance

Satisfy customer needs with efficiency, expediency, and thoroughness

Act as an internal advocate for White Glove Service and continuous improvement

Ensure all correspondence is logged and tracked via defined processes

Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.

Working with cross-department co-workers to ensure that all service delivery objectives are met

Contribute to continuous improvement projects to improve efficiency and lower costs

Other work related duties, as assigned

Responsible for meeting RoundPoint’s commitment to compliance

Minimum Requirements

Bachelor’s degree required

Experience using Microsoft Office Suite, SharePoint, LPS

Two years of customer service experience

Two years of business writing experience

Experience with mortgage, consumer lending, and/or banking issues is a plus

Must have customer service experience and strong writing skills

Mortgage and/or legal experience preferred

Must be available on some weekends as required

RoundPoint’s Employee Value Proposition

Grow. Make a difference. Have fun along the way.

Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!

As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

The employee is regularly required to talk or hear.

The employee is required to sit for extended periods of time and is occasionally required to stand and walk.

The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

Company info

RoundPoint Mortgage Servicing Corporation
Website : https://www.rpmservicing.com