The AVP – Customer Service is responsible for providing strategic leadership and operational oversight and performance management for all facets of Customer Service. This role reports directly to the VP of Customer Service to advance the department’s strategic vision, drive operational excellence, and ensure the delivery of consistently exceptional, customer-centric experience. This leader is expected to balance strategic thinking with hands-on operational leadership, translating business priorities into actionable plans, measurable results, and sustainable improvements.
The AVP will lead and develop high-performing teams fostering a culture of accountability, professionalism, continuous improvement, and customer advocacy. This includes establishing and reinforcing clear expectations for employee conduct, communication, service delivery, and leadership accountability to ensure every customer interaction reflects RoundPoint’s commitment to excellence.
The ideal candidate is a forward-thinking, results-oriented leader who brings a strong understanding of mortgage servicing operations, a passion for customer experience, and the ability to influence, innovate, and lead through change. As RoundPoint continues to grow and evolve, the scope and responsibilities of this position will expand to support emerging business needs, organizational priorities, operational complexity, and future growth opportunities.
Responsibilities:
Customer Experience and Professional Standards
Championing a customer-centric culture that prioritizes customer needs, demonstrates empathy and ownership, and delivers clear, accurate, and professional service throughout the customer journey.
Establish, communicate, and reinforce consistent expectations for professionalism, communication, call handling, issue resolution, and overall customer experience.
Ensure accountability for meeting established service standards, demonstrating appropriate judgment, and representing RoundPoint positively in every customer interaction.
Ensure customer feedback, complaints, quality findings, and interaction trends are evaluated for opportunities to improve service delivery, strengthen employee capabilities, and prevent recurring issues.
Partner with Quality Assurance, Training, Compliance, and other stakeholders to identify performance trends, strengthen coaching practices, and close knowledge or execution gaps.
Drive consistency in customer experience across teams, locations, channels, and servicing functions, reinforcing the expectation that customer service excellence is a shared responsibility.
Leadership, Talent Development, and Accountability
Build, coach, motivate, and develop high-performing leaders and teams that reflect RoundPoint’s core values and customer-first culture.
Establish clear expectations for leadership ownership, employee development, performance management, and accountability at every level of the organization.
Develop leaders who can effectively coach employees, interpret performance data, address conduct and quality concerns, and deliver sustainable results with appropriate oversight.
Foster a culture of collaboration, transparency, continuous learning, and professional growth while maintaining high standards for execution and results.
Identify talent, succession, and development opportunities to strengthen the leadership pipeline and prepare the department for future growth.
Ensure leaders proactively address performance deficiencies, recognize strong performance, and consistently apply established policies, procedures, and performance standards.
Support organizational alignment and change initiatives through clear communication, stakeholder engagement, leadership development, and effective transition planning.
Strategic Leadership and Partnership
Provide oversight for Customer Service, Collections, and Default-related call types, ensuring operational performance aligns with established service levels, business objectives, and investor…