As a Customer Service Specialist 3, you’ll serve as a critical front-line advocate for our customers, delivering proactive support and strategic solutions to those who are 60+ delinquent, in loss mitigation or navigating the insurance claims process. You’ll act with urgency, empathy, and precision to guide customers toward financial recovery – ensuring every interaction drives clarity, trust, and progress.
This role reports directly to the Customer Service Supervisor and requires the ability to build strong, outcome-oriented relationships across supporting lines of business and with every customer served.
Responsibilities:
Diagnose and Resolve: Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.
Lead with Empathy: Engage in clear, compassionate conversations to fully understand each customer’s financial situation, while instilling confidence in the resolution path.
Loss Mitigation Expertise: Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
Own the Journey: Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
Customer Experience Champion: Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven.
Cross-Functional Collaboration: Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
Precision in Execution: Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations.
Compliance Leader: Operate within all regulatory and internal guidelines. Uphold the company’s commitment to integrity and compliance.
Qualifications:
Required:
Confident with technology and ready to learn new systems
Strong communication – both verbal and written – with emphasis on active listening and clarity
Analytical skills and mathematical calculations
High adaptability in fast-changing environments
Show up consistently and on time – reliability matters
Strong judgment in handling confidential matters
Proven customer service mindset with polished phone presence
Team-oriented, self-driven, and solutions-focused
Deep sense of urgency and commitment to exceeding goals
High School Diploma or GED required (college degree is a plus)
Experience with collections, mortgage servicing, call center operations, or customer service
Desired:
GSE and GNMA experience
Experience with MSP platforms is a plus
Why RoundPoint?
We serve people, not just accounts.
We’re here to help customers through one of life’s biggest journeys – and we take that responsibility seriously. We believe in growing together, solving problems with heart, and celebrating wins along the way!
Our team is driven by six core values: Aim high – we deliver excellence in everything we do, stay focused – we innovate and evolve by overcoming obstacles, take action – we are empowered to impact our company’s performance, follow through – we hold each out accountable, and we say what we’re going to do and do what we say, all in – we are trusted partners for our customers every step of the way, and we care – we prioritize our people, customers, and community.
At RoundPoint, you’ll be encouraged to bring ideas, deliver real solutions, and help our customers every step of the way.
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…