Mortgage Complaints Resolution Specialist

Carrington; Springfield (IL); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Springfield, IL to resolve escalated customer complaints across channels, including executives, attorneys, regulators, and agencies. The role emphasizes remediation to prevent repeats and reduce overall volume; target pay is $35–$40 per hour with an annual bonus.

You’ll engage with customers, document interactions, coordinate with litigation counsel, and maintain records.

Qualifications

• High school diploma required; Bachelor’s degree or equivalent work experience preferred.

Responsibilities

• Research, resolve and respond to complaints received by multiple channels including phone, mail, email, fax, social media and third-party agencies.
• Interface with customers and representatives regarding escalated complaints; determine and communicate next steps.
• Track and research customer complaints.
• Provide clear, 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

Communication

Analytical

Detail-oriented

Multitasking

Calm under pressure

MS 365

Regulatory awareness

Education

High school diploma

Bachelor’s degree preferred

Tools

Microsoft 365

Excel

Outlook

Word

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Springfield, IL to resolve escalated customer complaints across channels, including executives, attorneys, regulators, and agencies. The role emphasizes remediation to prevent repeats and reduce overall volume; target pay is $35–$40 per hour with an annual bonus.

You’ll engage with customers, document interactions, coordinate with litigation counsel, and maintain records.