Mortgage Complaints Advocate | Escalations & Resolution

Carrington; Denver (CO); On-site; USD 73,000 - 83,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is hiring a Mortgage Customer Service Advocate in Denver, CO. The role handles escalated complaints from customers, attorneys, regulators, and officials, guiding remediation to reduce future issues and overall volume.

You'll work across channels, coordinate with internal teams, and document responses with accuracy, enabling compliant resolutions while supporting regulatory requests and internal governance.

Qualifications

• Excellent analytical, verbal, and written communication skills.
• 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.

Responsibilities

• Research, resolve and respond to complaints received by phone, mail, email, fax, social media and third-party agencies.
• Interface with customers and 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 and written communication

Attention to detail

MS Office proficiency

Calm in confrontational situations

multitask

Education

High school diploma

Bachelor’s degree preferred

Tools

MS 365

Job description

Carrington Mortgage Holdings is hiring a Mortgage Customer Service Advocate in Denver, CO. The role handles escalated complaints from customers, attorneys, regulators, and officials, guiding remediation to reduce future issues and overall volume.

You'll work across channels, coordinate with internal teams, and document responses with accuracy, enabling compliant resolutions while supporting regulatory requests and internal governance.