Mortgage Customer Care & Escalation Specialist

Carrington Holding Company, LLC; United States; 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 to resolve escalated complaints from channels including attorneys, regulators, and executives. Target pay is $35.00-$40.00 per hour plus annual bonus, with strong emphasis on remediation and compliance.

The role requires 3–5 years in legal or customer complaint environments and mortgage servicing experience, plus excellent communication and detail orientation.

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 calmly with irate customers.
• 3–5 years’ experience in legal or customer complaint environments plus mortgage servicing.
• High school diploma required; Bachelor’s degree or equivalent preferred.

Responsibilities

• Research, resolve and respond to escalated or complex complaints.
• Interface with customers and representatives regarding next steps.
• Track and research customer complaints.
• Provide clear, complete, timely responses to complaints in writing.
• Engage internal and external resources to support resolution.
• Maintain accurate records for documentation.
• Coordinate with litigation counsel and provide required documents.

Skills

Analytical

Verbal communication

Written communication

Attention to detail

Organizational skills

Multi-tasking

Calm under pressure

Education

High school diploma

Bachelor’s degree or equivalent experience preferred

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from channels including attorneys, regulators, and executives. Target pay is $35.00-$40.00 per hour plus annual bonus, with strong emphasis on remediation and compliance.

The role requires 3–5 years in legal or customer complaint environments and mortgage servicing experience, plus excellent communication and detail orientation.