Remote Mortgage Complaints Advocate – Escalations & Resolution

Carrington Mortgage Services, LLC; Orange (CA); Hybrid; USD 48,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from various channels, including internal departments, attorneys, regulators, and the CFPB. You will assist in remediation efforts to prevent repeat complaints and reduce overall volume, following company guidelines and applicable regulations.

The target pay range is $35.00-$40.00 per hour plus annual bonus.

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).

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.

Skills

Analytical

Verbal comm

Written comm

Attention to detail

MS 365

Calm communication

Multi-channel

Education

High School Diploma

Bachelor's degree preferred

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated complaints from various channels, including internal departments, attorneys, regulators, and the CFPB. You will assist in remediation efforts to prevent repeat complaints and reduce overall volume, following company guidelines and applicable regulations.

The target pay range is $35.00-$40.00 per hour plus annual bonus.