Mortgage Complaint Resolution Specialist

Carrington; Greenwich (CT); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) with match

Discount portal

Training programs

Employee referrals

Educational Reimbursement

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across channels, including regulators and attorneys. The role focuses on remediation to reduce complaints and requires strong communication, detail orientation, and regulatory awareness.

Compensation includes an hourly pay range of $35.00–$40.00 plus an annual bonus. The candidate should have 3–5 years in a legal, customer-complaint environment with residential mortgage servicing

Qualifications

• 3–5 years in a legal, customer-complaint environment.
• Residential mortgage servicing experience required.
• Bachelor’s degree preferred; high school diploma required.

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

Verbal communication

Written communication

Attention to detail

Microsoft 365

Calm under pressure

Multitasking

Regulatory knowledge

Education

High school diploma

Bachelor’s degree preferred

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across channels, including regulators and attorneys. The role focuses on remediation to reduce complaints and requires strong communication, detail orientation, and regulatory awareness.

Compensation includes an hourly pay range of $35.00–$40.00 plus an annual bonus. The candidate should have 3–5 years in a legal, customer-complaint environment with residential mortgage servicing