Mortgage Complaints Resolution Specialist

Carrington; Orange (CA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Discounts (fitness, restaurant, retail

Educational reimbursement

Referral bonuses

Job summary

Carrington Mortgage Holdings in California seeks a Mortgage Customer Service Advocate to resolve escalated complaints across phone, mail, email, and social channels, including interactions with regulators and attorneys. The role focuses on remediation to reduce repeat complaints and ensure compliance with regulations.

Strong written and verbal communication and records management are essential. Three to five years’ related experience in a legal or customer complaint environment with residential

Qualifications

• Excellent analytical, verbal, and written communication abilities.
• High attention to detail and strong organizational skills.
• Must have 3–5 years in legal or customer complaints with mortgage servicing.

Responsibilities

• Research, resolve and respond to complaints from multiple channels.
• Interface with customers and representatives on escalated issues and next steps.
• Track and research customer complaints and provide timely responses.
• Maintain complete records and documentation for audits.
• Collaborate with litigation counsel and internal/external resources as needed.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Education

High school diploma

Bachelor's degree (preferred)

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings in California seeks a Mortgage Customer Service Advocate to resolve escalated complaints across phone, mail, email, and social channels, including interactions with regulators and attorneys. The role focuses on remediation to reduce repeat complaints and ensure compliance with regulations.

Strong written and verbal communication and records management are essential. Three to five years’ related experience in a legal or customer complaint environment with residential