Mortgage Escalations & Complaint Resolution Specialist

Carrington; Helena (MT); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Montana to resolve escalated complaints from multiple channels, including regulators and attorneys. The role focuses on remediation to reduce volumes, with an hourly pay range and annual bonus.

You will research and respond to complaints, communicate next steps, and coordinate with internal teams and counsel to document actions and outcomes.

Qualifications

• High school diploma or equivalent required; Bachelor's degree or equivalent preferred.
• Three to five years of related experience in a legal or customer complaint environment plus mortgage servicing experience desired.

Responsibilities

• Resolve and respond to escalated or complex customer complaints from multiple channels.
• Interface with customers and representatives to determine next steps.
• Track and research customer complaints and provide timely written responses.
• Engage resources to support resolution and document outcomes.
• Coordinate with litigation counsel and provide required documentation.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Microsoft 365

Calm under pressure

Multi-tasking

Organizational skills

Education

High school diploma

Bachelor's degree or equivalent work experience

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Montana to resolve escalated complaints from multiple channels, including regulators and attorneys. The role focuses on remediation to reduce volumes, with an hourly pay range and annual bonus.

You will research and respond to complaints, communicate next steps, and coordinate with internal teams and counsel to document actions and outcomes.