Mortgage Complaints Resolution Specialist

Carrington; Boise (ID); On-site; USD 73,000 - 83,000; Full time

Benefits offered by this job

Healthcare plans

50% 401(k) match up to first 4% of pay

Discount portal access

Training programs

Referral bonuses

Educational reimbursement

Charitable foundation involvement

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated or complex complaints from customers, attorneys, regulators, and agencies. You will research, respond, and coordinate remediation to prevent repeats while following company guidelines and applicable regulations.

Target pay range is $35.00-$40.00 per hour with an annual bonus. Responsibilities include researching and responding to complaints across channels, interfacing with stakeholders, tracking

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Outstanding attention to detail and strong organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, and Excel).

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 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

Organization

MS 365 suite

Calm under pressure

Multi-tasking

Education

High school diploma

Bachelor’s degree or equivalent

Tools

Microsoft 365 suite

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated or complex complaints from customers, attorneys, regulators, and agencies. You will research, respond, and coordinate remediation to prevent repeats while following company guidelines and applicable regulations.

Target pay range is $35.00-$40.00 per hour with an annual bonus. Responsibilities include researching and responding to complaints across channels, interfacing with stakeholders, tracking