Escalated Mortgage Customer Resolution Specialist

Carrington; Columbia (SC); On-site; USD 100,289,000 - 114,616,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Discount portal access

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Holdings in Columbia, SC is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across phone, email, and other channels, while ensuring compliance with applicable regulations.

You will interface with customers, internal teams, and outside counsel, track cases, provide professional written responses, and help remediation efforts to prevent recurrence. The role offers an hourly pay range of $35.00–$40.00 plus an annual bonus.

Qualifications

• High school diploma required; a Bachelor's degree or equivalent work experience preferred.
• 3–5 years in a legal or customer-complaint environment plus residential mortgage servicing experience.
• Ability to communicate with irate customers calmly and professionally.
• Strong written and oral communication across multiple business areas and levels.

Responsibilities

• Research, resolve and respond to escalated mortgage complaints via multiple channels.
• Interface with customers and representatives to determine next steps.
• Track and research complaints; maintain accurate records.
• Provide timely, clear responses and collaborate with counsel as needed.
• Assist remediation efforts to prevent recurrence and reduce volume.

Skills

Analytical skills

Verbal communication

Written communication

Microsoft 365 proficiency

Attention to detail

Education

High school diploma

Bachelor’s degree preferred

Tools

Microsoft 365 Suite

Job description

Carrington Mortgage Holdings in Columbia, SC is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across phone, email, and other channels, while ensuring compliance with applicable regulations.

You will interface with customers, internal teams, and outside counsel, track cases, provide professional written responses, and help remediation efforts to prevent recurrence. The role offers an hourly pay range of $35.00–$40.00 plus an annual bonus.