Mortgage Customer Escalations Specialist

Carrington; Saint Paul (MN); On-site; USD 100,289,000 - 114,616,000; Full time

Benefits offered by this job

Competitive hourly pay

Annual bonus

Healthcare benefits

401(k) plan

Employee discounts

Educational reimbursement

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and other stakeholders. You will review cases, communicate next steps, and coordinate remediation efforts to reduce volume and prevent recurrence.

The role requires three to five years in legal or mortgage complaint environments and residential mortgage servicing experience, with strong written and verbal communication skills and MS 365 proficiency.

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Three to five years in legal or mortgage customer complaint environments.
• Residential mortgage servicing experience preferred.
• Ability to work with diverse stakeholders.

Responsibilities

• Resolve escalated customer complaints via multiple channels.
• Interface with customers and representatives to determine next steps.
• Track and research complaints; maintain documentation.
• Provide timely, professional written responses.
• Coordinate with litigation counsel as needed.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Calm under pressure

Multitasking

Organizational skills

Interpersonal skills

Microsoft 365

Education

High school diploma

Bachelorb9s degree or equivalent work experience

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and other stakeholders. You will review cases, communicate next steps, and coordinate remediation efforts to reduce volume and prevent recurrence.

The role requires three to five years in legal or mortgage complaint environments and residential mortgage servicing experience, with strong written and verbal communication skills and MS 365 proficiency.