Two Harbors Investment Corp
The AVP - Customer Service is responsible for providing strategic leadership and operational oversight for all facets of Customer Service. The AVP will lead teams across multiple locations and partner with internal departments and external stakeholders to drive world-class service delivery, customer satisfaction, regulatory compliance, and business performance. This role demands a results-oriented leader who excels at transformation, collaboration, performance optimization, and maintaining a strong service culture.
Responsibilities:
Provide oversight for Customer Service, Collections, and Default related call types. Build, coach, motivate, and lead high-performing teams that reflect RoundPoint's core values and customer-first culture. Manage operations to meet performance metrics. Assist in developing scalable procedures and controls across all Customer Service operations. Utilize analytics to drive strategic improvements, employee coaching, and operational decisions. Collaborate across departments to support growth and innovation initiatives. Monitor risk and ensure mitigation plans are in place for operational and regulatory exposures. Ensure adherence to all policy and procedures. Champion compliance with federal and state servicing regulations and investor requirements. Collaborate with leadership on technology enhancements, business operations, and system maintenance. Resolve escalated complaints and complex account issues. Other duties as assigned Requirements:
4+ years previous successful call center supervisor/manager experience Strong knowledge of ICE systems, BITB, and MS Office Suite Must have call center customer service background Deep understanding of FHA, USDA, VA, and GSE servicing Strong knowledge of call center operations, telephony systems, and loss mitigation processes. Exceptional communication and interpersonal skills Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management Flexibility in scheduling Desired:
Bachelor's degree desired Six Sigma or Lean Certification Loss Mitigation Operations experience 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 this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:
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. The 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, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.
Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.
Location
Coppell, TX Employee Status
Regular Travel
No Telecommuter Position
No
Responsibilities:
Provide oversight for Customer Service, Collections, and Default related call types. Build, coach, motivate, and lead high-performing teams that reflect RoundPoint's core values and customer-first culture. Manage operations to meet performance metrics. Assist in developing scalable procedures and controls across all Customer Service operations. Utilize analytics to drive strategic improvements, employee coaching, and operational decisions. Collaborate across departments to support growth and innovation initiatives. Monitor risk and ensure mitigation plans are in place for operational and regulatory exposures. Ensure adherence to all policy and procedures. Champion compliance with federal and state servicing regulations and investor requirements. Collaborate with leadership on technology enhancements, business operations, and system maintenance. Resolve escalated complaints and complex account issues. Other duties as assigned Requirements:
4+ years previous successful call center supervisor/manager experience Strong knowledge of ICE systems, BITB, and MS Office Suite Must have call center customer service background Deep understanding of FHA, USDA, VA, and GSE servicing Strong knowledge of call center operations, telephony systems, and loss mitigation processes. Exceptional communication and interpersonal skills Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management Flexibility in scheduling Desired:
Bachelor's degree desired Six Sigma or Lean Certification Loss Mitigation Operations experience 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 this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:
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. The 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, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.
Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.
Location
Coppell, TX Employee Status
Regular Travel
No Telecommuter Position
No