Mortgage Complaints & Resolution Specialist

Carrington; Wyoming (OH); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Annual bonus

401(k) match

Employee discounts

Educational reimbursement

Training programs

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across multiple channels, including regulators and internal teams. You will research, respond, and document engagements, coordinating with litigation counsel as needed, while safeguarding compliance and customer satisfaction.

A strong background in mortgage servicing and legal processes is preferred.

Qualifications

• High school diploma required; Bachelor's degree or equivalent work experience preferred.
• 3–5 years of related work experience in legal or customer complaint environments plus residential mortgage servicing experience preferred.
• Excellent analytical, verbal, and written communication skills; ability to communicate across multiple business areas.

Responsibilities

• Research, resolve and respond to complaints received via phone, mail, email, fax, social media and third-party agencies.
• Interface with customers and escalation contacts to determine and communicate next steps.
• Track and research customer complaints and maintain records for documentation.
• Provide clear, timely, and professional written responses to complaints.
• Coordinate with internal and external resources to support resolution; liaise with litigation counsel as needed.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Microsoft Word

Microsoft Excel

Microsoft Outlook

Multitasking

Legal/customer complaint experience

Residential mortgage servicing

Education

High school diploma

Bachelor's degree or equivalent experience preferred

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across multiple channels, including regulators and internal teams. You will research, respond, and document engagements, coordinating with litigation counsel as needed, while safeguarding compliance and customer satisfaction.

A strong background in mortgage servicing and legal processes is preferred.