Mortgage Customer Experience Advocate (Escalations)

Carrington; Santa Fe (NM); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare

401(k) match

Discount portal access

Training programs

Referral bonuses

Educational reimbursement

Foundation support

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from diverse channels, including attorneys and regulators. The role emphasizes remediation to prevent repeats and reduce overall volume.

The position offers a pay range of $35.00-$40.00 per hour plus an annual bonus and requires strong communication, analytical, and organizational skills with mortgage servicing experience preferred.

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 and professionally.
• Mortgage servicing experience preferred, especially in a legal/customer complaint context.

Responsibilities

• Research and resolve escalated complaints from multiple channels.
• Interface with customers and representatives to determine next steps.
• Track and research customer complaints and maintain records.
• Provide clear, timely written responses to complaints.
• Coordinate with internal and external resources to support resolution.
• Collaborate with litigation counsel and provide required documentation.

Skills

Communication

Attention to detail

Verbal communication

Written communication

Multitasking

Organizational skills

Calm under pressure

Education

High school diploma

Bachelor’s degree preferred

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from diverse channels, including attorneys and regulators. The role emphasizes remediation to prevent repeats and reduce overall volume.

The position offers a pay range of $35.00-$40.00 per hour plus an annual bonus and requires strong communication, analytical, and organizational skills with mortgage servicing experience preferred.