Mortgage Escalations Specialist

Carrington; Frankfort (KY); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts

Educational Reimbursement

Customized training programs

Employee referral bonuses

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints across channels, including regulatory interactions. The role requires 3–5 years in legal or customer complaint environments and residential mortgage servicing experience. Hourly pay varies with a bonus opportunity and benefits package.

You will analyze complex issues, coordinate with internal teams, and maintain thorough documentation to prevent repeat complaints and reduce volume.

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Outstanding attention to detail and strong organizational skills.
• Able to communicate across multiple business areas and management levels.
• Able to multitask and work in a fast-paced environment.
• Able to understand and apply complex instructions and information.
• Able to collaborate and explore alternative solutions.
• Able to make decisions with moderate to high impact on the work unit.
• Able to organize thoughts and prioritize own work schedule.

Responsibilities

• Research, resolve and respond to complaints received by phone, mail, email, fax, social media and third-party agencies.
• Interface with customers and representatives regarding escalated complaints; determine 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 to resolve escalated complaints across channels, including regulatory interactions. The role requires 3–5 years in legal or customer complaint environments and residential mortgage servicing experience. Hourly pay varies with a bonus opportunity and benefits package.

You will analyze complex issues, coordinate with internal teams, and maintain thorough documentation to prevent repeat complaints and reduce volume.