Mortgage Customer Escalations Specialist

Carrington; Madison (WI); On-site; USD 48,000 - 55,000; Full time

Job summary

Carrington Mortgage Holdings seeks a Mortgage Customer Service Advocate to resolve escalated complaints and support remediation efforts across channels. This role emphasizes timely, professional responses and collaboration with internal teams and counsel.

The position requires 3–5 years in a legal or customer-complaint setting with mortgage servicing experience, and strong communication, detail-orientation and Microsoft 365 proficiency.

Qualifications

• 3–5 years of related work experience in a legal or customer complaint environment.
• Residential mortgage servicing experience required.
• Excellent analytical, verbal and written communication skills.
• Ability to communicate across multiple business areas and management levels.

Responsibilities

• Research, resolve and respond to complaints from multiple channels.
• Interface with customers and representatives regarding escalated complaints; determine next steps.
• Track and research customer complaints.
• Provide clear, timely written responses to complaints.
• Engage internal and external resources to support resolution.
• Maintain accurate records for documentation.
• Coordinate with litigation counsel and provide documentation as needed.

Skills

Analytical skills

Communication skills

Written communication

Multi-tasking

Attention to detail

Customer service

Education

High school diploma

Bachelor’s degree or equivalent

Tools

Microsoft 365

Word

Outlook

Excel

Job description

Carrington Mortgage Holdings seeks a Mortgage Customer Service Advocate to resolve escalated complaints and support remediation efforts across channels. This role emphasizes timely, professional responses and collaboration with internal teams and counsel.

The position requires 3–5 years in a legal or customer-complaint setting with mortgage servicing experience, and strong communication, detail-orientation and Microsoft 365 proficiency.