Mortgage Complaints Specialist

Carrington; Lansing (MI); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Comprehensive health plans

Discretionary 401(k) match 50% of the

Employee discounts

Educational reimbursement

Referral bonuses

Educational Reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated customer complaints across multiple channels. You will work with internal teams, attorneys, regulators, and external parties to remediate issues and reduce volume.

The role requires 3–5 years in a legal or customer complaint environment with mortgage servicing experience, strong analytical and communication skills, and proficiency in Microsoft 365. A Bachelor's degree is preferred.

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Outstanding attention to detail and strong organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, and Excel).
• Ability to communicate with irate customers calmly and professionally.
• Ability to multi-task in a fast-paced environment.
• Ability to understand complex issues and collaborate on solutions.
• Bachelor's degree preferred or equivalent work experience.

Responsibilities

• Research, resolve and respond to complaints received by phone, mail, email, fax, social media and third-party agencies.
• Interface with customers and representatives regarding escalated complaints; determine next steps.
• Track and research customer complaints.
• Provide clear, complete, timely written responses to customer complaints.
• Engage internal and external resources to support resolution.
• Maintain accurate records for documentation.
• Partner with litigation counsel and provide required documentation.

Skills

Analytical skills

Verbal & written communication

Multi-tasking

Microsoft 365

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated customer complaints across multiple channels. You will work with internal teams, attorneys, regulators, and external parties to remediate issues and reduce volume.

The role requires 3–5 years in a legal or customer complaint environment with mortgage servicing experience, strong analytical and communication skills, and proficiency in Microsoft 365. A Bachelor's degree is preferred.