Mortgage Complaint Resolution Specialist

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

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.