Mortgage Customer Advocate: Resolve Escalations & Compliance

Carrington; Richmond (VA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Educational reimbursement

Community foundation support

Job summary

Carrington Mortgage Holdings is recruiting a Mortgage Customer Service Advocate in Richmond, VA to resolve complex complaints and respond across channels, including regulators and attorneys. You will research, communicate next steps, and track issues to reduce volume and prevent recurrence.

The role requires 3–5 years of mortgage servicing experience and strong written and verbal communication, with proficiency in Microsoft 365. A high school diploma is required, bachelor’s degree preferred.

Qualifications

• 3–5 years' related work experience in a legal or customer complaint environment plus residential mortgage servicing experience.
• Excellent analytical, verbal and written communication skills.

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 communication

Written communication

Attention to detail

Microsoft 365

Calm communication

Multi-tasking

Education

High school diploma

Bachelor's degree or equivalent work experience preferred

Tools

Softphone

Job description

Carrington Mortgage Holdings is recruiting a Mortgage Customer Service Advocate in Richmond, VA to resolve complex complaints and respond across channels, including regulators and attorneys. You will research, communicate next steps, and track issues to reduce volume and prevent recurrence.

The role requires 3–5 years of mortgage servicing experience and strong written and verbal communication, with proficiency in Microsoft 365. A high school diploma is required, bachelor’s degree preferred.