Escalations Resolution Specialist

CrossCountry Mortgage, LLC

. Monitor the Escalation Support Chat for incoming escalations from Call Center agents .

Posted 10/20/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in mortgage processes and compliance while effectively managing escalated customer interactions. Strong ability to communicate, prioritize tasks, and build relationships across departments to enhance service delivery.

Highest-signal resume keywords

Mortgage ExperienceMSP Software ExperienceFive9 Software ExperienceExcellent Communication SkillsCustomer Service Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Mortgage ExperienceMSP Software ExperienceFive9 Software ExperienceProficient in Microsoft Office

Soft Skills

Excellent Communication SkillsExcellent Prioritization SkillsTime Management Skills

Tools & Technologies

MSP SoftwareFive9 SoftwareMicrosoft Office Applications

Industry Keywords

Escalation SupportCall CenterComplianceCustomer ServiceRoot Cause Analysis

About the role

Key responsibilities & impact

Monitor the Escalation Support Chat for incoming escalations from Call Center agents
Handle all escalated calls as a trusted guide
Document all escalated calls and track opportunities for improvement
Serve as a liaison between Call Center leadership and other lines of business to provide resolution
Adhere to RoundPoint’s commitment to compliance
Efficiently navigate through multiple servicing-related systems and platforms
Contact other lines of business to gather information
Identify root causes and document patterns of larger issues
Build and maintain relationships across Call Center Departments and other lines of business
Perform other duties as assigned

Requirements

What you’ll need

1+ years of mortgage experience
MSP/Five9 software experience
Excellent communication and customer service skills
Excellent prioritization and time management skills
Proficient with Microsoft Office applications

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401(k)
Company-provided short-term disability
Employee assistance program
Wellness program
Competitive compensation plan
Robust benefits package