Mortgage Complaints & Escalations Specialist

Carrington; Salt Lake City (UT); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Annual bonus

401(k) match

Employee discounts

Educational reimbursement

Training programs

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 repeat complaints, with a target pay range of $35.00-$40.00 per hour plus an annual bonus.

The position requires strong analytical and communication skills, attention to detail, and experience in legal or mortgage servicing environments. Proficiency with Microsoft 365 is expected.

Qualifications

• High school diploma required; Bachelor's degree or equivalent work experience preferred.
• Three to five years' related work experience in a legal, customer complaint environment plus residential mortgage servicing experience.
• Excellent analytical, verbal, and written communication skills.
• Proficient with Microsoft 365 (Word, Outlook, and Excel).

Responsibilities

• Research, resolve and respond to complaints received by multiple channels.
• Interface with customers and representatives regarding escalated complaints; determine next steps.
• Track and research customer complaints.
• Provide clear, complete, timely written responses to complaints.
• Engage internal and external resources to support complaint resolution.
• Maintain accurate records for documentation.
• Partner with litigation counsel and provide required documentation as needed.

Skills

Analytical thinking

Written communication

Verbal communication

Microsoft 365

Customer service

Attention to detail

Multitasking

Active listening

Education

Bachelor's degree or equivalent

High school diploma

Tools

Excel

Outlook

Word

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 repeat complaints, with a target pay range of $35.00-$40.00 per hour plus an annual bonus.

The position requires strong analytical and communication skills, attention to detail, and experience in legal or mortgage servicing environments. Proficiency with Microsoft 365 is expected.