Mortgage Complaints Resolution Specialist

Carrington; Augusta (ME); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discounts through employee portal

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings seeks a Mortgage Customer Service Advocate to resolve escalated complaints across channels, including regulators, attorneys, and executives, while supporting remediation efforts to reduce overall volume. You will interface with internal teams, track cases, and document outcomes; collaborate with litigation counsel as needed.

A high school diploma is required; 3–5 years in legal or mortgage servicing is preferred.

Qualifications

• High school diploma required; Bachelor's degree or equivalent work experience preferred.
• Experience in legal or customer complaint environment plus residential mortgage servicing (3–5 years) required.
• Ability to communicate across management levels and business areas.
• Proficient with MS 365 and able to compose professional written responses.

Responsibilities

• Research, resolve and respond to complaints received by multiple channels.
• Interface with customers and representatives to determine next steps.
• Track and research customer complaints and provide documentation.
• Provide timely and professional written responses to complaints.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

MS 365

Multitasking

Professional tone

Ability to handle irate customers

Education

Bachelor's degree or equivalent work experience

Tools

Microsoft 365 (Word, Outlook, Excel)

Job description

Carrington Mortgage Holdings seeks a Mortgage Customer Service Advocate to resolve escalated complaints across channels, including regulators, attorneys, and executives, while supporting remediation efforts to reduce overall volume. You will interface with internal teams, track cases, and document outcomes; collaborate with litigation counsel as needed.

A high school diploma is required; 3–5 years in legal or mortgage servicing is preferred.