Mortgage Complaints Resolution Specialist

Carrington; Atlanta (GA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Annual bonus potential

401(k) matching

Employee discounts

Educational reimbursement

Training programs

Job summary

Carrington is seeking a Mortgage Customer Service Advocate in Atlanta to resolve escalated complaints across multiple channels. The role involves interacting with customers, internal departments, and external counsel to drive resolution, maintain records, and reduce complaint volume.

A strong background in legal customer service and residential mortgage servicing is required. Must have 3–5 years of related experience, excellent communication skills, and proficiency with Microsoft 365.

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 calmly and professionally.
• Three to five years' related work experience in a legal, customer complaint environment plus residential mortgage servicing.

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 communication

Written communication

Attention to detail

Organizational skills

Multitasking

Microsoft 365 proficiency

Education

High school diploma

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

Carrington is seeking a Mortgage Customer Service Advocate in Atlanta to resolve escalated complaints across multiple channels. The role involves interacting with customers, internal departments, and external counsel to drive resolution, maintain records, and reduce complaint volume.

A strong background in legal customer service and residential mortgage servicing is required. Must have 3–5 years of related experience, excellent communication skills, and proficiency with Microsoft 365.