Customer Service Advocate

Carrington; Westfield (IN); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Educational reimbursement

Employee discounts

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across channels, including regulators and attorneys. You will work to remediate issues, reduce volume, and ensure compliance with applicable regulations while maintaining thorough records.

The role requires strong analytical, written and verbal communication, ability to handle irate customers calmly, and collaboration with internal teams.

Qualifications

• Excellent analytical, verbal, and written communication across business areas.
• Outstanding attention to detail and strong organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, and Excel).
• Ability to communicate with irate customers in a calm and professional manner.
• Bachelor’s degree or equivalent work experience; 3–5 years in legal or customer complaint roles plus residential mortgage servicing.

Responsibilities

• Research, resolve and respond to complaints via phone, mail, email, fax, social media and third-party agencies.
• Interface with customers and representatives to determine next steps.
• Track and research customer complaints.
• Provide clear, timely written responses to complaints.
• Engage internal and external resources to support resolution.
• Maintain records for documentation.
• Partner with litigation counsel and provide required documentation.

Skills

Analytical skills

Written communication

Verbal communication

Microsoft 365

Multitasking

Education

Bachelor's degree or equivalent

Tools

Softphone experience

Job description

Come join our amazing team!

The Mortgage Customer Service Advocate will be responsible for resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. Assist in remediation efforts to prevent repeat complaints and reduce overall complaint volume. Perform all duties according to all company guidelines and applicable federal, state, and local regulations wherein the company operates. The target pay range for this position is $35.00-$40.00 an hour + Annual Bonus.

What you'll do:

• Research, resolve and respond to complaints received by phone, mail, email, fax, social media and third-party agencies.

• Interface with customers and customer representatives regarding escalated complaints; determine and communicate next steps.

• Track and research customer complaints.

• Provide clear, complete, timely and professional written responses to customer complaints.

• Engage internal and external resources as needed to support complaint resolution.

• Maintain accurate and complete records for documentation.

• Partner with inside and outside litigation counsel and provide required documentation as needed.

What you'll need:

• Excellent analytical, verbal, and written communication skills; ability to communicate across multiple business areas and management levels.

• Outstanding attention to detail and strong organizational skills.

• Proficient with Microsoft 365 (Word, Outlook, and Excel).

• Ability to communicate with irate customers in a calm and professional manner.

• 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 complex issues and to collaborate and explore alternative solutions.

• Ability to make decisions that have moderate to high impact on the immediate work unit.

• Ability to organize thoughts and ideas into understandable terminology.

• Ability to organize and prioritize own work schedule on a short-term basis (longer than one month).

• Ability to count, add, subtract, multiply, divide, record, balance, and check results for accuracy.

• Ability to compose letters, timelines, summaries, memoranda, and basic reports and communicate technical information orally.

• Ability to communicate with individuals utilizing a softphone; requires ability to hear and speak effectively.

• Ability to express or exchange ideas using the spoken word, communicating orally with others accurately, audibly, and quickly.

• High school diploma required; Bachelor’s degree or equivalent work experience preferred.

• Must have three (3) to five (5) years’ related work experience in a legal, customer complaint environment plus residential mortgage servicing experience required.

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.

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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.