Mortgage Customer Advocate — Escalations & Compliance

Carrington; Coraopolis (Allegheny County); On-site; USD 73,000 - 83,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Employee discounts

Educational reimbursement

Referral bonuses

Job summary

Carrington Mortgage Holdings is looking for a Mortgage Customer Service Advocate to resolve escalated complaints and coordinate remediation efforts across channels, including regulators and counsel. The role emphasizes accurate documentation, professional communication, and collaboration with litigation teams.

Five or more years in a legal or customer complaint environment, plus mortgage servicing experience, are required.

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Attention to detail with strong organizational abilities.
• Ability to communicate with irate customers calmly and professionally.
• Experience with mortgage servicing or legal complaint handling is preferred.

Responsibilities

• Research, resolve and respond to complaints via multiple channels.
• Interface with customers and representatives to determine next steps.
• Track and research customer complaints and maintain records.
• Provide written responses and coordinate with internal/external resources.

Skills

Analytical skills

Attention to detail

Microsoft 365

Calm communication

Multi-tasking

Problem solving

Decision making

Time management

Verbal communication

Numerical aptitude

Technical communication

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is looking for a Mortgage Customer Service Advocate to resolve escalated complaints and coordinate remediation efforts across channels, including regulators and counsel. The role emphasizes accurate documentation, professional communication, and collaboration with litigation teams.

Five or more years in a legal or customer complaint environment, plus mortgage servicing experience, are required.