Mortgage Complaint Resolution Specialist

Carrington; Baton Rouge (LA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Annual bonus

401(k) with 50% match

Education reimbursement

Employee discounts

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from diverse channels and prepare thorough written responses. The role emphasizes meticulous documentation, collaboration with internal teams, and liaison with counsel to support legal processes in a fast-paced environment.

Ideal candidates have 3–5 years in legal/customer complaint settings and residential mortgage servicing experience, with a high school diploma and a preference for a

Qualifications

• Three to five years’ related work experience in a legal, customer complaint environment plus residential mortgage servicing experience required.
• High school diploma required; Bachelor’s degree or equivalent work experience preferred.

Responsibilities

• Research, resolve and respond to complaints via multiple channels (phone, mail, email, fax, social media).
• Interface with customers and representatives regarding escalated complaints; determine next steps.
• Track and research customer complaints; maintain complete records for documentation.
• Provide clear, professional written responses to complaints.
• Engage internal and external resources to support resolution.
• Partner with litigation counsel and provide required documentation.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Calm under pressure

Multitasking

Interpersonal communication

Ability to understand complex issues

Education

High School Diploma

Bachelor's degree or equivalent work experience

Tools

Microsoft 365

Word

Outlook

Excel

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from diverse channels and prepare thorough written responses. The role emphasizes meticulous documentation, collaboration with internal teams, and liaison with counsel to support legal processes in a fast-paced environment.

Ideal candidates have 3–5 years in legal/customer complaint settings and residential mortgage servicing experience, with a high school diploma and a preference for a