Mortgage Escalations Specialist – Complaints Advocate

Carrington

Providence (RI)

On-site

USD 73,000 - 83,000

Full time

13 days ago

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

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 to resolve escalated or complex customer complaints across channels, including regulators, attorneys, and other parties. The role emphasizes remediation to prevent repeat issues and to reduce overall complaint volume, following company guidelines and applicable laws.

Target pay range is $35.00-$40.00 per hour with an annual bonus. You will research and respond to complaints, interface with customers and their

Qualifications

High School Diploma required; Bachelor's degree or equivalent work experience preferred.
3–5 years’ related work experience in a legal, 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.

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.