Mortgage Customer Escalation Specialist

Carrington; Boston (MA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match (50% of the

Employee discounts via portal

Custom training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings in Boston region seeks a Mortgage Customer Service Advocate to resolve escalated customer complaints from multiple channels including attorneys, regulators, and the CFPB. The role emphasizes remediation and preventing future issues, with a target pay range of $35.00-$40.00 per hour plus annual bonus.

Key duties include researching and responding to complaints, interfacing with customers, tracking cases, and providing clear written communications.

Qualifications

• Excellent analytical, verbal, and written communication skills across business areas and management levels.
• Outstanding attention to detail and strong organizational skills.
• Ability to communicate with irate customers calmly and professionally.
• Ability to multi-task in a fast-paced environment.
• Ability to understand and apply complex instructions and information.

Responsibilities

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

Skills

Analytical thinking

Verbal communication

Written communication

Multitasking

Attention to detail

Customer service

Microsoft 365

Education

High school diploma; Bachelor's degree preferred

Tools

Microsoft 365 (Word, Outlook, Excel)

Job description

Carrington Mortgage Holdings in Boston region seeks a Mortgage Customer Service Advocate to resolve escalated customer complaints from multiple channels including attorneys, regulators, and the CFPB. The role emphasizes remediation and preventing future issues, with a target pay range of $35.00-$40.00 per hour plus annual bonus.

Key duties include researching and responding to complaints, interfacing with customers, tracking cases, and providing clear written communications.