Mortgage Complaints Resolution Specialist

Carrington; Chandler (AZ); On-site; USD 73,000 - 83,000; Full time

Benefits offered by this job

Healthcare plans

401(k) with employer match

Discount program

Educational reimbursement

Referral bonuses

Charitable foundation support

Job summary

Carrington Mortgage Holdings in Chandler, AZ, is seeking a Mortgage Customer Service Advocate to resolve escalated or complex complaints across phone, email, mail, and other channels.

You will work with internal teams and external counsel to document cases, respond professionally, and help reduce future complaints while ensuring compliance with regulations. A Bachelor's degree or equivalent experience is preferred, and proficiency with Microsoft 365 is required.

Qualifications

• Excellent analytical, verbal, and written communication; across multiple business areas.
• Outstanding attention to detail and strong organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, and Excel).
• Ability to communicate with irate customers in a calm and professional manner.
• Ability to multi-task and work in a fast-paced environment.
• Ability to understand complex issues and to collaborate and explore alternative solutions.
• 3–5 years' related work experience in a legal, customer complaint environment plus residential mortgage servicing experience.

Responsibilities

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

Skills

Analytical skills

Verbal and written communication

Attention to detail

Customer service

Microsoft 365

Fast-paced environment

Legal/compliance knowledge

Education

High school diploma

Bachelor's degree or equivalent experience preferred

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings in Chandler, AZ, is seeking a Mortgage Customer Service Advocate to resolve escalated or complex complaints across phone, email, mail, and other channels.

You will work with internal teams and external counsel to document cases, respond professionally, and help reduce future complaints while ensuring compliance with regulations. A Bachelor's degree or equivalent experience is preferred, and proficiency with Microsoft 365 is required.