The posting
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 expectations. Establish, monitor, and drive accountability for key performance indicators, including customer experience, service levels, call quality, productivity, collection effectiveness, and operational efficiency. Analyze performance trends, identify root causes of performance gaps, and develop targeted strategies to improve results and sustain operational excellence. Drive a proactive performance management culture in which leaders understand their results, take ownership of outcomes, and implement timely corrective actions when expectations are not met. Leverage analytics, reporting, and operational insights to inform decisions, prioritize resources, improve employee performance, and measure the effectiveness of departmental initiatives. Evaluate existing processes, workflows, staffing models, and controls to identify opportunities for increased efficiency, scalability, consistency, and effectiveness. Champion continuous improvement through process optimization, standardization, automation, and the thoughtful adoption of emerging technologies.
Operational Performance and Continuous Improvement
Provide oversight for Customer Service, Collections, and Default-related call types, ensuring operational performance aligns with established service levels, business objectives, and investor expectations. Establish, monitor, and drive accountability for key performance indicators, including customer experience, service levels, call quality, productivity, collection effectiveness, and operational efficiency. Analyze performance trends, identify root causes of performance gaps, and develop targeted strategies to improve results and sustain operational excellence. Drive a proactive performance management culture in which leaders understand their results, take ownership of outcomes, and implement timely corrective actions when expectations are not met. Leverage analytics, reporting, and operational insights to inform decisions, prioritize resources, improve employee performance, and measure the effectiveness of departmental initiatives. Evaluate existing processes, workflows, staffing models, and controls to identify opportunities for increased efficiency, scalability, consistency, and effectiveness. Champion continuous improvement through process optimization, standardization, automation, and the thoughtful adoption of emerging technologies. Oversee the development, maintenance, and execution of departmental policies and procedures (P&Ps), operational guidance, and process documentation. Ensure updates are communicated clearly and consistently across the department, with timely execution of department-wide communications to support operational alignment, regulatory compliance, leadership awareness, and consistent application of expectations.
Requirements:
Minimum of four years of successful call center supervisory or management experience, with demonstrated progression in leadership responsibility. Strong background in call center customer service operations, preferably within mortgage servicing or a similarly regulated financial services environment. Deep understanding of FHA, USDA, VA, and Government-Sponsored Enterprise (GSE) servicing requirements. Strong knowledge of call center operations, telephony systems, performance management, and loss mitigation processes. Demonstrated ability to analyze operational data, identify performance opportunities, develop strategies, and drive measurable results. Proven ability to lead change, improve processes, and translate strategic priorities into operational execution. Demonstrated commitment to customer-centric service, employee professionalism, and consistent accountability for performance and conduct. Strong leadership, coaching, employee development, and relationship-building capabilities. Exceptional written and verbal communication skills, with the ability to influence stakeholders, communicate strategic direction, and navigate complex business challenges. Ability to collaborate effectively across departments, locations, and levels of leadership while maintaining a positive, solutions-oriented approach. Strong working knowledge of ICE systems, BITB, and Microsoft Office applications. Ability to adapt to changing business needs, manage competing priorities, and support a growing organization. Flexibility in scheduling as required by business needs.
Desired:
Bachelor’s degree in business administration, Management, Finance, or a related field. Lean, Six Sigma, or other process improvement certification. Experience in Loss Mitigation Operations. Experience leading multi-site or large-scale call center operations. Demonstrated success leading strategic initiatives, operational transformations, technology implementations, or customer experience improvement programs. Experience developing performance management frameworks, leadership accountability practices, and scalable operational processes.
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 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, 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
Fort Mill, SC
Employee Status
Exempt
Travel
None
