20 RoundPoint Mortgage Servicing Interview Questions and Answers

RoundPoint Mortgage Servicing Corporation is a mortgage servicing company headquartered in Charlotte, North Carolina. The company services loans for major banks, credit unions, and other financial institutions.

If you’re applying for a job at RoundPoint Mortgage Servicing, you can expect to be asked a variety of questions about your qualifications, work history, and availability. In this guide, we’ve assembled a list of RoundPoint Mortgage Servicing interview questions and answers to help you prepare for your interview.

RoundPoint Mortgage Servicing Interview Process

The interview process at RoundPoint Mortgage Servicing can vary depending on the position you are applying for. However, most positions will require at least one phone interview and one in-person interview. For some positions, you may be asked to complete a writing test or take a skills test. Overall, the interview process is fairly standard and should not be too difficult for most applicants.

1. How would you handle an angry customer?

This question can help the interviewer assess your customer service skills. Use examples from previous experience to show how you would respond to an angry client and resolve their issue.

Example: “I have had to handle upset customers in my last role, where I worked as a mortgage processor. One time, a homeowner called me because they were having trouble paying their mortgage. They said that they didn’t understand why they owed more than what was due on their statement. After looking at their account, I realized that they hadn’t paid for two months. The homeowner apologized and promised to make up the missed payments.”

2. What is your experience with handling money and operating a cash register?

This question is a way for the interviewer to assess your experience with handling money and accounting. It’s important that you have some level of experience in these areas, as they are part of the job. If you don’t have any experience, consider taking an accounting or bookkeeping course to gain some skills before applying for this role.

Example: “I’ve worked at my current employer for five years now, where I handle all incoming payments and outgoing checks. In addition, I also manage our company’s finances using QuickBooks Online. This has given me plenty of experience working with cash registers and managing money.”

3. Provide an example of a time when you went above and beyond for a customer.

This question is a great way to show your interviewer that you are willing to go the extra mile for customers. When answering this question, it can be helpful to think of a specific situation where you went above and beyond for a customer and how it helped them or made their experience more positive.

Example: “When I was working as a loan officer at my previous company, I had a client who was looking to refinance their home but wasn’t sure if they would qualify. They were worried about not being able to get approved because of some credit issues in their past. I worked with them to create a plan to help improve their credit score so they could qualify for the loan. After helping them achieve their goal, they wrote me an email thanking me for all of my hard work.”

4. If a customer was unhappy with their purchase, how would you handle the situation?

This question is designed to assess your customer service skills. It’s important for mortgage loan officers to have strong interpersonal and communication skills, as they will be interacting with customers on a regular basis. When answering this question, it can be helpful to provide an example of how you would handle such a situation.

Example: “I would first try to understand why the customer was unhappy. I would then apologize for any inconvenience caused by our company and offer them a solution. If the problem could not be solved immediately, I would follow up with the customer within 24 hours to let them know when they could expect a resolution.”

5. What would you do if you noticed that a fellow team member was not following company policy?

This question can help the interviewer determine how you would handle a situation that could affect your team’s productivity. In your answer, try to show that you value teamwork and collaboration.

Example: “If I noticed my coworker was not following company policy, I would first ask them if they needed any assistance with completing their tasks. If they said no, I would schedule a time to meet with them one-on-one to discuss the issue. I would explain why it is important for everyone on the team to follow company policy so we can all work together efficiently. I would also offer to provide additional training or resources to help them understand the policies.”

6. How well do you work under pressure?

When working in a fast-paced environment, it’s important to be able to work under pressure. Employers ask this question to make sure you can handle the pace of their company and complete your tasks on time. In your answer, explain that you are comfortable with high-pressure situations. Explain how you stay calm and focused when there is a lot going on around you.

Example: “I am very comfortable working under pressure. I thrive in fast-paced environments because I know how to prioritize my tasks and get them done quickly. When things get busy, I take a deep breath and remind myself that everything will be okay. This helps me relax and focus on getting my job done.”

7. Do you have any experience working in a fast-paced environment?

RoundPoint Mortgage Servicing is a fast-paced environment, so the interviewer wants to make sure you can handle that type of work. Use your answer to highlight your ability to multitask and prioritize tasks in a busy workplace.

Example: “I have worked in a fast-paced environment for most of my career, and I enjoy it because it allows me to stay on top of all my responsibilities. In my last role as a loan processor, we had a lot of loans coming through our department at once, which meant I needed to be able to manage multiple clients at once while also keeping up with paperwork. I am confident that I can do this job well.”

8. When was the last time you had to deal with a difficult customer or situation?

This question can help the interviewer get a better idea of how you handle conflict and stress. Use examples from your previous work experience to highlight your problem-solving skills, communication skills and ability to remain calm under pressure.

Example: “In my last role as a mortgage processor, I had a customer who was very upset about their interest rate increase. They were calling me multiple times per day, sometimes even after hours. I calmly explained that there wasn’t anything more I could do for them at that time but assured them I would call them back once I had an update on their situation. After speaking with my manager, we were able to lower their interest rate by 0.25%, which satisfied the customer.”

9. Which shift are you available to work?

RoundPoint Mortgage Servicing may have multiple shifts available for employees to work. The interviewer wants to know if you are flexible enough to work any of these shifts. If you already know which shift you would prefer, let the interviewer know that as well.

Example: “I am available to work any of the three shifts offered at RoundPoint Mortgage Servicing. I prefer working the evening shift because it allows me to spend more time with my family during the day. However, I am willing to work whatever shift is best for the company.”

10. Describe your experience with preparing and handling food.

RoundPoint Mortgage Servicing requires its employees to prepare and serve food for clients. This question helps the interviewer determine if you have experience with this type of work. Use your answer to highlight any skills or qualities that make you a good candidate for this role.

Example: “I worked as a server at a restaurant in college, so I am familiar with how to handle food safely. I also took a course on food safety when I was working toward my degree. In my current position, I help prepare snacks for our team meetings. I enjoy cooking and baking, so I often bring treats to share with my coworkers.”

11. Tell me about a time you were faced with a stressful situation that demonstrated your coping skills.

Interviewers may ask this question to assess your ability to handle stress and remain calm in a variety of situations. When answering, it can be helpful to describe a specific situation that you were able to overcome or how you used your coping skills to manage the situation effectively.

Example: “In my previous role as a mortgage processor, I had to work with several different clients who all needed help with their mortgages at the same time. This led to an increase in phone calls from clients asking for assistance, which made me feel stressed about being able to meet everyone’s needs. However, I took a deep breath and focused on one task at a time, which helped me get through the day without feeling overwhelmed.”

12. Are you comfortable answering phone calls?

This question is a good way to determine if you are comfortable with the customer service aspect of this role. This position requires that you answer phone calls from clients and help them through their mortgage process. You should be prepared to explain how you would handle these types of situations in your response.

Example: “I am very comfortable answering phones, as I have done so for my current employer. In my previous role, I answered phones during business hours and helped customers with questions about our products. I find it easy to multitask while on the phone, which allows me to provide excellent customer service.”

13. Tell me about a time where you had to stand up for something that you believe in.

This question is a great way to learn more about your values and how you would fit into the company culture. It’s important to be honest when answering this question, as it can help employers determine if you’re a good fit for their organization.

Example: “I believe that everyone should have access to quality healthcare. I had an internship where my manager was trying to cut costs by hiring less nurses. I spoke up in our team meeting and told him that I thought it was wrong to put patients at risk just to save money. He ended up listening to me and hired more nurses.”

14. Can you describe a time when you worked on a team and there was conflict, how did you resolve it?

RoundPoint Mortgage Servicing is a team-oriented company, so it’s important to show that you can work well with others. This question helps the interviewer determine how you handle conflict and whether you’re able to resolve issues in a timely manner.

Example: “In my last position as a loan processor, I worked on a team of five people. One day, one of our processors was out sick, which left us short-staffed. We were all working hard to get through our daily tasks, but we started to fall behind. I spoke up first and said that if we didn’t find someone to help us soon, we would be late on some of our deadlines. The other four members of the team agreed, and we decided to take turns leaving early for lunch to make up for lost time.”

15. Why do you want to work at RoundPoint Mortgage Servicing?

This question can help the interviewer learn more about your interest in their company. Use this opportunity to show that you have done research on the organization and understand what they do. You can also use this time to highlight any skills or experiences that make you a good fit for the role.

Example: “I want to work at RoundPoint Mortgage Servicing because I am passionate about helping people achieve their financial goals. Your company has an excellent reputation, and I would love to be part of a team that helps homeowners get into their dream homes. I think my customer service skills and attention to detail are valuable assets that could benefit your organization.”

16. What are some of your favorite Whole Foods Market products?

This question is a way for the interviewer to learn more about your personality. They want to know if you are similar to their other employees and whether or not you would fit in with the company culture. Your answer should be positive, even if you don’t shop at Whole Foods often. You can talk about one product that you love and why it’s special to you.

Example: “I actually haven’t been to Whole Foods Market before, but I have heard great things from my friends who shop there regularly. One of my favorite products is the organic chicken salad because I love eating healthy food. It sounds like this company has a lot of healthy options available, which makes me excited to work here.”

17. How would you describe your customer service style?

This question is an opportunity to show your interviewer that you have the skills and personality to be a great customer service representative. When answering this question, it can be helpful to describe how you would interact with customers in person or over the phone.

Example: “I believe that every interaction I have with a customer should be positive. If they are having trouble with their account, I will do my best to help them understand what’s going on and resolve any issues as quickly as possible. I am also very good at following up with customers after helping them so they know we care about their experience.”

18. What is your experience with handling money and operating a cash register?

This question is a way for the interviewer to assess your experience with handling money and accounting. It’s important that you have some experience in these areas, as they are part of the job. If you don’t have any experience, consider taking an accounting course or volunteering at a local business to gain some experience.

Example: “I’ve worked as a cashier at my local grocery store since I was 16 years old. This has given me plenty of experience with operating a cash register and counting change. I also took an accounting class in high school, which helped me understand how to balance a checkbook.”

19. Provide an example of a time when you went above and beyond for a customer.

This question is a great way to show your interviewer that you are willing to go the extra mile for customers. When answering this question, it can be helpful to think of a specific situation where you went above and beyond for a customer and how it helped them or made their experience more positive.

Example: “When I was working as a loan officer at my previous company, I had a client who was looking to refinance their home but wasn’t sure if they would qualify. They were worried about not being able to get approved because of some credit issues in their past. I worked with them to create a plan to help improve their credit score so they could qualify for the loan. After helping them achieve their goal, they wrote me a letter thanking me for all of my hard work.”

20. If a customer was unhappy with their purchase, how would you handle the situation?

RoundPoint Mortgage Servicing is a customer-focused company, so it’s important to show that you can handle difficult situations with customers. In your answer, explain how you would try to resolve the situation and keep the customer happy.

Example: “I would first apologize for any inconvenience caused by our service. Then I would find out what went wrong and make sure they were satisfied with the solution we provide. If they weren’t, I would do everything in my power to ensure they were happy with the outcome.”