Mortgage Complaint Resolution Specialist — Bonus Eligible

Carrington; Charleston (WV); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts

Training programs

Referral bonuses

Educational Reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated or complex complaints from customers, regulators, attorneys, and other stakeholders. You will research, respond, and coordinate with internal teams to prevent repeat issues while complying with federal, state, and local regulations.

The role requires strong analytical and communication skills, proficiency with Microsoft 365, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• Excellent analytical, verbal, and written communication skills across levels.
• Attention to detail and strong organizational abilities.
• Proficient with Microsoft 365 (Word, Outlook, Excel).

Responsibilities

• Research, resolve and respond to complaints from multiple channels.
• Interface with customers and representatives on escalated complaints; determine next steps.
• Track and research customer complaints.
• Provide clear, timely, and professional written responses.
• Engage internal/external resources to support resolution.
• Maintain accurate records for documentation.
• Coordinate with litigation counsel and provide required documentation.

Skills

Analytical skills

Verbal communication

Written communication

Microsoft 365

multitask in fast-paced environment

Education

High school diploma

Bachelor’s degree or equivalent experience preferred

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated or complex complaints from customers, regulators, attorneys, and other stakeholders. You will research, respond, and coordinate with internal teams to prevent repeat issues while complying with federal, state, and local regulations.

The role requires strong analytical and communication skills, proficiency with Microsoft 365, and the ability to manage multiple tasks in a fast-paced environment.