AVP, Customer Care Quality
Two Harbors Investment Corp, Fort Mill, SC, United States
The AVP, Customer Care Quality is responsible for leading the Quality Assurance (QA) operations, customer experience survey programs, and operational audit insight functions within Customer Care.
Reporting directly to the SVP of Customer Care, this role serves as both a strategic leader and data driven problem solver, turning insights from QA evaluations, customer feedback, and audit findings into actionable improvements that drive performance, compliance, and culture. This leader will be a thought partner to senior leadership, helping shape the vision of operational excellence across all sites and channels.
Responsibilities:
Enhance and maintain the department's customer survey program, ensuring actionable insights are gathered from customer feedback and integrated into operations.
Lead the QA and audit insights functions to ensure accuracy, consistency, and relevance of evaluations across all Customer Care channels.
Analyze QA, QC, and customer feedback data to identify emerging trends, performance gaps, and opportunities for improvement across departments, sites, and teams.
Partner with Compliance and operational leaders to manage audit findings, reviewing responses, identifying root causes, and tracking remediation to closure.
Develop and deliver trend and performance reporting to senior leadership, providing a clear view of strengths, risks, and opportunities within Customer Care.
Collaborate with peers across Call Center, Command Center, and Customer Resolution to align on improvement strategies and close operational gaps.
Serve as a trusted advisor to senior leadership by presenting objective insights and actionable recommendations that advance the Customer Care organization toward operational excellence.
Foster a culture of accountability, transparency, and continuous learning within the QA team and across Customer Care.
Manage all day-to-day aspects and responsibilities of leading a Quality Assurance team
Be a catalyst for a greater customer experience - Acts as an internal advocate for White Glove Service and continuous improvement
Work with cross department co-workers to ensure that all service delivery objectives are met
Contribute to continuous improvement projects to improve efficiency and lower costs
Other work-related duties, as assigned
Be responsible for meeting RoundPoint's commitment to compliance throughout the year
Qualifications
Required:
College degree required
Proficient in Microsoft office with a working knowledge of Excel
Possess the ability to multi-task and manage multiple projects concurrently
Strong analytical, reporting, and presentation skills; able to turn complex data into clear insights and recommendations.
Excellent written and verbal communication skills, with executive-level presence and ability to deliver results in fast-paced environments.
Understanding of regulatory compliance (CFPB, FHA, VA, GNMA, USDA) and audit response management.
Desired:
Experience with mortgage, consumer lending, and/or banking issues is a plus
10+ years of experience in mortgage servicing, customer care, or operations management with a focus on QA, compliance, or performance improvement.
Proven success leading quality, audit, or customer experience functions within a large, multi-site operation.
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
Coppell, TX
Employee Status
Regular
Travel
No
Reporting directly to the SVP of Customer Care, this role serves as both a strategic leader and data driven problem solver, turning insights from QA evaluations, customer feedback, and audit findings into actionable improvements that drive performance, compliance, and culture. This leader will be a thought partner to senior leadership, helping shape the vision of operational excellence across all sites and channels.
Responsibilities:
Enhance and maintain the department's customer survey program, ensuring actionable insights are gathered from customer feedback and integrated into operations.
Lead the QA and audit insights functions to ensure accuracy, consistency, and relevance of evaluations across all Customer Care channels.
Analyze QA, QC, and customer feedback data to identify emerging trends, performance gaps, and opportunities for improvement across departments, sites, and teams.
Partner with Compliance and operational leaders to manage audit findings, reviewing responses, identifying root causes, and tracking remediation to closure.
Develop and deliver trend and performance reporting to senior leadership, providing a clear view of strengths, risks, and opportunities within Customer Care.
Collaborate with peers across Call Center, Command Center, and Customer Resolution to align on improvement strategies and close operational gaps.
Serve as a trusted advisor to senior leadership by presenting objective insights and actionable recommendations that advance the Customer Care organization toward operational excellence.
Foster a culture of accountability, transparency, and continuous learning within the QA team and across Customer Care.
Manage all day-to-day aspects and responsibilities of leading a Quality Assurance team
Be a catalyst for a greater customer experience - Acts as an internal advocate for White Glove Service and continuous improvement
Work with cross department co-workers to ensure that all service delivery objectives are met
Contribute to continuous improvement projects to improve efficiency and lower costs
Other work-related duties, as assigned
Be responsible for meeting RoundPoint's commitment to compliance throughout the year
Qualifications
Required:
College degree required
Proficient in Microsoft office with a working knowledge of Excel
Possess the ability to multi-task and manage multiple projects concurrently
Strong analytical, reporting, and presentation skills; able to turn complex data into clear insights and recommendations.
Excellent written and verbal communication skills, with executive-level presence and ability to deliver results in fast-paced environments.
Understanding of regulatory compliance (CFPB, FHA, VA, GNMA, USDA) and audit response management.
Desired:
Experience with mortgage, consumer lending, and/or banking issues is a plus
10+ years of experience in mortgage servicing, customer care, or operations management with a focus on QA, compliance, or performance improvement.
Proven success leading quality, audit, or customer experience functions within a large, multi-site operation.
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
Coppell, TX
Employee Status
Regular
Travel
No