Mortgage Complaints Resolution Specialist

Carrington; Cherry Hill Township (NJ); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Job summary

Carrington Mortgage Holdings seeks a Mortgage Customer Service Advocate to resolve escalated complaints from customers, regulators, and executives across multiple channels. You will coordinate remediation efforts to reduce volume and prevent recurrence while ensuring compliance with federal and state regulations.

The role requires strong analytical and communication skills, meticulous record-keeping, and collaboration with internal teams and outside counsel.

Qualifications

• High school diploma required; bachelor’s degree or equivalent work experience preferred.
• 3–5 years’ related work experience in a legal, customer complaint environment plus residential mortgage servicing experience required.

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 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

Education

High school diploma

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings seeks a Mortgage Customer Service Advocate to resolve escalated complaints from customers, regulators, and executives across multiple channels. You will coordinate remediation efforts to reduce volume and prevent recurrence while ensuring compliance with federal and state regulations.

The role requires strong analytical and communication skills, meticulous record-keeping, and collaboration with internal teams and outside counsel.