Mortgage Complaints Escalation Specialist

Carrington; Carson City (NV); On-site; USD 73,000 - 83,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discounts through employee portal

Training programs

Referral bonuses

Educational reimbursement

Foundation contributions

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from multiple channels, including regulators and attorneys. The role focuses on remediation to prevent repeat issues and reduce overall complaint volume, with a target pay range of $35.00-$40.00 per hour plus an annual bonus.

The position requires strong analytical, verbal and written skills, ability to handle complex issues, and experience in mortgage servicing.

Qualifications

• High school diploma required; Bachelor’s degree or equivalent work experience preferred.
• 3–5 years’ related work experience in a legal, customer complaint environment plus residential mortgage servicing experience required.
• Strong analytical, verbal and written communication skills.

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

Organizational skills

Cross-functional collaboration

Education

High school diploma

Bachelor’s degree or equivalent

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from multiple channels, including regulators and attorneys. The role focuses on remediation to prevent repeat issues and reduce overall complaint volume, with a target pay range of $35.00-$40.00 per hour plus an annual bonus.

The position requires strong analytical, verbal and written skills, ability to handle complex issues, and experience in mortgage servicing.