Mortgage Customer Experience Advocate

Carrington; Montpelier (VT); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Comprehensive healthcare

Discretionary 401(k) match

Employee discounts

Educational reimbursement

Referral bonuses

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and agencies, and to assist in remediation efforts to prevent repeats and reduce overall volume.

This role requires strong analytical, verbal, and written communication, meticulous attention to detail, and proficiency with Microsoft 365; you will coordinate with internal teams and outside counsel to document and resolve issues.

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Attention to detail and strong organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, Excel).
• Ability to communicate with irate customers calmly.
• Bachelor's degree or equivalent work experience preferred.
• 3–5 years' related work experience in a legal or customer complaint environment plus residential mortgage servicing.

Responsibilities

• Research and respond to complaints across channels.
• Interface with customers and escalated cases; communicate next steps.
• Track and research customer complaints.
• Provide professional written responses to customer complaints.
• Engage internal and external resources to support resolution.
• Maintain records for documentation.
• Collaborate with litigation counsel and provide documentation.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Microsoft 365

Calm under pressure

Legal/compliance experience

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft Word

Excel

Outlook

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from customers, attorneys, regulators, and agencies, and to assist in remediation efforts to prevent repeats and reduce overall volume.

This role requires strong analytical, verbal, and written communication, meticulous attention to detail, and proficiency with Microsoft 365; you will coordinate with internal teams and outside counsel to document and resolve issues.