Escalations Resolution Specialist

The Escalations Resolution Specialist will support RoundPoint Mortgage Servicing LLC. The Escalation Resolution Specialist is part of the Tier 1 Escalation Resolution team, whose primary responsibility is addressing the needs of escalated customers who have requested leadership, following an interaction with one of our call center representatives. Their first objective is resolving the immediate customer's escalation, then identifying the root cause of the issue. Escalation Resolution Specialist should be comfortable with contacting other lines of business to gather information and be able to document and recognize patterns of larger issues. The Escalation Resolution Specialist reports to the Escalation Resolution Supervisor and must build and maintain relationships across Call Center Departments and amongst other lines of business.

Responsibilities

Monitor the Escalation Support Chat for incoming escalations from Call Center agents; Handle all escalated calls as a trusted guide; Document all escalated calls and track opportunities for improvement; Serve as a liaison between Call Center leadership and other lines of business to provide resolution; Adhere to RoundPoint's commitment to compliance; Efficiently navigate through multiple servicing related systems and platforms; Other duties not described above may be assigned as needed

Requirements

1+ years of mortgage experience, required; MSP/Five9 software experience, required; Excellent communication and customer service skills; Excellent prioritization and time management skills; Proficient with Microsoft Office applications

Benefits

Competitive compensation plan; Medical, dental, and vision coverage; 401K; Company-provided short-term disability; Employee assistance program; Wellness program