The Correspondence Fulfillment Specialist is responsible for the completion of letter fulfillment tasks under the direction of Correspondence Fulfillment Leadership. The CFS is responsible for letter preparation, transmission, and print vendor oversight to ensure letters are generated and delivered to our customers throughout the mortgage life cycle of the loan.
Responsibilities:
Takes directions from the Correspondence Fulfillment Quality Assurance Specialist and/or Correspondence Fulfillment Supervisor/Manager to deliver effective fulfillment expectations
Providing outstanding customer service to both internal and external customers
Root cause and correct issues with data transmission to and from RoundPoint’s third party print vendors
Monitor print vendor production performance and intervene to correct production issues as they emerge
Front line oversight of print vendor performance against SLAs and contract requirements
Oversight of automated processes in RoundPoint’s system of record
Maintaining productive working relationships with print vendor staff and internal lines of business
Working with cross-department co-workers to ensure that all service delivery objectives are met
Tracking and monitoring output to ensure items are delivered timely to the print vendor
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
Qualifications:
Required:
Bachelor’s degree required
Ability to use software tools like Microsoft Word, Excel, and PowerPoint
Practical experience with BKFS
Must have excellent organization, interpersonal, communication, and customer relation skills
Detail oriented and the ability to multi-task
Highly motivated, organized and disciplined
Two years of customer service experience; one year in a customer facing role at RoundPoint
Must be available to work evenings, weekends, holidays, etc. as required
Must excel in fast paced, high pressure, constantly changing environments and manage emotionally charged and stressful situations
Strong critical thinking, organization, and excellent verbal and written communication skills
Detail Oriented
Great Communications skills
Desired:
Related bachelor’s degree desired
Mortgage and/or legal experience preferred
Driven to solve problems and provide excellent customer experience
Experience with mortgage, consumer lending, and/or banking issues a plus
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,…