Teams at Two Harbors Investment Corp.

Manage mortgage loan closing pipelines, prepare and verify closing documents, ensure compliance with investor and federal guidelines, resolve closing issues, submit loans for funding, and maintain service, quality, and production standards. The role requires knowledge of Conventional, FHA, VA, and Jumbo loan products, TRID compliance, mortgage processing, underwriting procedures, and effective communication with borrowers, vendors, and internal teams.

Handles escalated mortgage servicing calls, resolves customer issues, identifies root causes, documents improvement opportunities, and coordinates with call center leadership and other business lines. The role requires empathy, sound judgment, discretion, strong communication, compliance awareness, and proficiency with servicing systems. It monitors escalation chat, manages escalated interactions, recognizes issue patterns, and provides effective account resolution in a high-pressure environment.

Provide proactive customer support to borrowers who are delinquent, pursuing loss mitigation, or navigating insurance claims. Diagnose account issues, develop resolution strategies, collect documentation and payments, guide customers through servicing processes, maintain accurate records, collaborate cross-functionally, and follow regulatory and internal compliance requirements.