Mortgage Complaints Resolution Specialist

Carrington; Owings Mills (MD); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Community foundation support

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Owings Mills, MD. You will resolve escalated complaints from customers across channels, coordinate with internal teams and external counsel, and document outcomes to prevent recurrence.

Ideal candidates have 3–5 years of legal or mortgage servicing complaint experience, strong communication skills, and proficiency with Microsoft 365. This role offers a competitive hourly pay and an annual bonus opportunity.

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 & written communication

Attention to detail

Microsoft 365

Multitasking

Customer service

Calm under pressure

Legal/compliance understanding

Active listening

Education

High School Diploma

Bachelor’s degree or equivalent work experience preferred

Tools

Softphone

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Owings Mills, MD. You will resolve escalated complaints from customers across channels, coordinate with internal teams and external counsel, and document outcomes to prevent recurrence.

Ideal candidates have 3–5 years of legal or mortgage servicing complaint experience, strong communication skills, and proficiency with Microsoft 365. This role offers a competitive hourly pay and an annual bonus opportunity.