Customer Advocate Specialist

Carrington; Anaheim (CA); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Educational reimbursement

Employee referral bonuses

Training programs

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Advocate Specialist to support the legal department and manage customer complaints with accuracy and confidentiality. The role focuses on file management, data entry, and communications, with an established 7:30 am - 4:00 pm PST schedule and a competitive hourly pay.

Work-from-home arrangement offers flexibility while maintaining rigorous adherence to company policies and mortgage servicing terminology.

Qualifications

• High School Diploma or equivalent work experience.
• 1–3 years administrative experience in a legal/complaint handling, corporate environment or residential mortgage servicing company.
• Hours are 7:30 am – 4:00 pm PST.
• Familiarity with mortgage servicing and lending terminology.
• Excellent verbal and written communication skills.
• Outstanding attention to detail and strong analytical and organizational skills.

Responsibilities

• Create, maintain, file, and retrieve Customer Advocacy Department files.
• Maintain and update customer complaint file tracking system.
• Retrieve scanned documents and import historical documents for reporting.
• Maintain all internal/external email inboxes as needed.
• Assist with exception reporting and with outgoing responses.
• Review Advocate scanned mail and determine handling.
• Maintain accurate records for documentation.

Skills

Microsoft 365

Communication

Detail oriented

Organizational skills

Multitasking

Data entry

Education

High School Diploma

Tools

Document management system

Softphone

Job description

Come join our amazing team and work from home!

The Mortgage Customer Advocate Specialist will be responsible for providing general office administrative and support tasks to the legal department to ensure proper tracking and organization of customer complaints and issues. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position $22.00 - $26.00 an hour.

What you'll do:

• Create, maintain, file, and retrieve Customer Advocacy Department files.
• Maintain and update customer complaint file tracking system.
• Retrieve scanned documents from the department’s document management system and import historical documents into the system as necessary; ensure data is accurate for reporting purposes.
• Maintain all internal/external email inboxes as needed.
• Assist with exception reporting as needed.
• Assist the department, including preparing outgoing responses, as needed.
• Responsible for reviewing all Advocate scanned mail and determining handling.
• Maintain accurate and complete records for documentation.
• Participate in and respond to internal and external routine audits as needed.
• Provide general administrative support and other duties as needed.

What you'll need:

• High School Diploma or equivalent work experience.
• One (1) to three (3) years administrative experience in a legal/complaint handling, corporate environment or residential mortgage servicing company required.
• Hours are 7:30 am - 4:00 pm PST
• Familiarity with mortgage servicing and lending terminology
• Excellent verbal and written communication skills
• Outstanding attention to detail and strong analytical and organizational skills
• Proficient with Microsoft 365 (Word, Outlook, Excel, and OneDrive)
• Ability to multi-task and work in a fast-paced environment
• Ability to understand, remember, and apply oral and/or written instructions or other information.
• Ability to understand, remember, and communicate routine and factual information.
• Exercise good judgment.
• Ability to organize thoughts and ideas and effectively communicate.
• Ability to count, add, subtract, multiply, divide and to record, balance, and check results for accuracy.
• Ability to understand and follow specific instructions and guidelines.
• Ability to communicate with internal and external partners utilizing a softphone; requires ability to hear and speak effectively.

Our Company:

Carrington Mortgage Holdings is a holding company whose primary businesses include asset management, mortgages, real estate transactions and real estate logistics. Collectively, the businesses are vertically and horizontally integrated, and provide a broad range of real estate services encompassing nearly all aspects of single-family residential real estate transactions in the United States. Guided by a leadership team with a wealth of industry experience and guided by a consistent philosophy, Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonhc.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

California Privacy Notice: https://oag.ca.gov/privacy/ccpa

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Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.