Mortgage Customer Experience Advocate

Carrington; Columbus (OH); On-site; USD 73,000 - 83,000; Full time

Benefits offered by this job

Healthcare plans

Annual 401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Holdings in Columbus, OH is hiring a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and agencies. You'll work across channels to document and respond, aiming to reduce volume and prevent repeats.

The role requires strong communication, detail orientation, and proficiency with Microsoft 365. A high school diploma is required, a Bachelor's degree or equivalent experience preferred, and 3–5 years in legal or mortgage

Qualifications

• High school diploma required; Bachelor's degree or equivalent work experience preferred.
• 3-5 years' related work experience in a legal, customer complaint environment plus residential mortgage servicing experience.

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

Organizational skills

Multitasking

Softphone communication

Microsoft 365

Education

High school diploma

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings in Columbus, OH is hiring a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and agencies. You'll work across channels to document and respond, aiming to reduce volume and prevent repeats.

The role requires strong communication, detail orientation, and proficiency with Microsoft 365. A high school diploma is required, a Bachelor's degree or equivalent experience preferred, and 3–5 years in legal or mortgage