Escalations Resolution Specialist
Core
Resolve escalated customer issues and identify root causes for RoundPoint Mortgage Servicing LLC after initial call center interactions.
Role type
Tier 1 Escalation Resolution Specialist
Builds
Resolutions for escalated mortgage customer cases
Domain
Mortgage lending and customer service
Deliverable
client delivery
Required skills
mortgage experience, MSP/Five9 software proficiency, cross-departmental liaison, documentation and pattern recognition, system navigation
Preferred skills
none stated
Responsibilities
Monitor Escalation Support Chat, handle escalated calls, document calls and track improvement opportunities, serve as liaison between Call Center leadership and other lines of business, navigate multiple servicing systems
Seniority
Entry-level to Junior