Mortgage Complaint Resolution Specialist

Carrington; Des Moines (IA); On-site; USD 73,000 - 83,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount programs

Training programs

Referral bonuses

Educational reimbursement

Community foundation

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and other parties. You will document, research, and respond with clear, timely communications, guiding remediation efforts to reduce volume.

The role requires three to five years in a legal or customer-complaint environment plus residential mortgage servicing experience; the pay range is $35-$40 per hour with an annual bonus, in Des Moines, IA area.

Qualifications

• Three to five years in a legal or customer complaint environment plus mortgage servicing experience.
• Bachelor’s degree or equivalent work experience preferred.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks in a fast-paced setting.

Responsibilities

• 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.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Microsoft 365

Calm demeanor with irate customers

Education

Bachelor's degree or equivalent work experience

High school diploma

Tools

Microsoft 365

MS Excel

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and other parties. You will document, research, and respond with clear, timely communications, guiding remediation efforts to reduce volume.

The role requires three to five years in a legal or customer-complaint environment plus residential mortgage servicing experience; the pay range is $35-$40 per hour with an annual bonus, in Des Moines, IA area.