Mortgage Customer Resolution Specialist

Carrington; Lincoln (NE); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary annual bonus

401(k) match

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Lincoln, NE to resolve escalated or complex complaints across multiple channels. You will coordinate with internal departments, attorneys, regulators, and executives to drive remediation and reduce overall volume.

A base pay range of 35.00–40.00 per hour with annual bonus is offered. Ideal candidates have 3–5 years in a legal or mortgage servicing complaint environment, strong analytical and communication skills, and

Qualifications

• Excellent analytical, verbal, and written communication skills; ability to communicate across multiple business areas and management levels.
• 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.
• Ability to understand, remember, and apply oral and/or written instructions or other information.
• Ability to understand complex issues and to collaborate and explore alternative solutions.
• Ability to make decisions that have moderate to high impact on the immediate work unit.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to organize and prioritize own work schedule on a short-term basis (longer than one month).
• Ability to count, add, subtract, multiply, divide, record, balance, and check results for accuracy.
• Ability to compose letters, timelines, summaries, memoranda, and basic reports and communicate technical information orally.
• Ability to communicate with individuals utilizing a softphone; requires ability to hear and speak effectively.
• Ability to express or exchange ideas using the spoken word, communicating orally with others accurately, audibly, and quickly.
• High school diploma required; Bachelor’s degree or equivalent work experience preferred.
• Must have three (3) to five (5) years’ related work experience in a legal, customer complaint environment plus residential mortgage servicing experience required.

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.

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Lincoln, NE to resolve escalated or complex complaints across multiple channels. You will coordinate with internal departments, attorneys, regulators, and executives to drive remediation and reduce overall volume.

A base pay range of 35.00–40.00 per hour with annual bonus is offered. Ideal candidates have 3–5 years in a legal or mortgage servicing complaint environment, strong analytical and communication skills, and