Mortgage Customer Experience Advocate

Carrington; Plano (TX); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discounts

Training programs

Referral bonuses

Education reimbursement

Foundation/community support

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated and complex customer complaints across multiple channels. You will interface with internal teams, attorneys, regulators, and executives to remediate issues and reduce volume.

The role requires 3–5 years in a legal or complaint environment plus mortgage servicing experience, strong communication, and attention to detail. A high school diploma is required, with a bachelor's degree preferred.

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Outstanding attention to detail and strong organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, and Excel).
• Ability to communicate with irate customers in a calm and professional manner.
• Ability to multi-task and work in a fast-paced environment.
• 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

Microsoft 365

Excel

Multi-tasking

Oral instructions

Education

High school diploma

Bachelor's degree or equivalent work experience preferred

Tools

Microsoft 365

Excel

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated and complex customer complaints across multiple channels. You will interface with internal teams, attorneys, regulators, and executives to remediate issues and reduce volume.

The role requires 3–5 years in a legal or complaint environment plus mortgage servicing experience, strong communication, and attention to detail. A high school diploma is required, with a bachelor's degree preferred.