Mortgage Escalations Specialist

Carrington; Honolulu (HI); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare

Annual bonus

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Charitable foundation support

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Hawaii to resolve escalated complaints across channels, including regulatory bodies. The role emphasizes thorough documentation, collaboration with internal teams and litigation counsel, and reducing overall complaint volume with a strong focus on accuracy and professionalism.

Required are 3–5 years in a legal or mortgage-servicing complaint environment, plus excellent analytical, verbal, and written communication

Qualifications

• 3-5 years' related work experience in a legal or customer complaint environment plus residential mortgage servicing experience required.
• Excellent analytical, verbal, and written communication skills; ability to communicate across multiple business areas and management levels.
• Ability to manage escalated complaints and provide clear, timely responses.

Responsibilities

• Research, resolve and respond to complaints via phone, mail, email, fax, social media and third-party agencies.
• Interface with customers and representatives on escalated complaints; determine next steps.
• Track and research customer complaints.
• Provide clear, complete, timely written responses to complaints.
• Engage internal and external resources to support resolution.
• Maintain accurate records for documentation.
• Collaborate with litigation counsel and provide required documentation.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Multitasking

Microsoft 365

Customer service

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft 365

CRM systems

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate in Hawaii to resolve escalated complaints across channels, including regulatory bodies. The role emphasizes thorough documentation, collaboration with internal teams and litigation counsel, and reducing overall complaint volume with a strong focus on accuracy and professionalism.

Required are 3–5 years in a legal or mortgage-servicing complaint environment, plus excellent analytical, verbal, and written communication