Remote Mortgage Complaints Specialist

Carrington Mortgage Services, LLC; United States; Remote; 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 to resolve escalated or complex mortgage complaints and support remediation efforts. The role interfaces with customers, departments, attorneys, regulators, and the Consumer Financial Protection Bureau, with a focus on reducing overall complaint volume.

The position offers an hourly pay range of $35.00–$40.00 plus an annual bonus, and requires strong analytical and communication skills, accuracy, and the ability to work

Qualifications

• Excellent analytical, verbal, and written communication skills.
• Outstanding attention to detail and strong organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, and Excel).
• Ability to communicate with irate customers in a calm and professional manner.
• Ability to multi-task and work in a fast-paced environment.
• Ability to understand, remember, and apply instructions and information.
• Ability to collaborate and explore alternative solutions.
• Ability to organize thoughts and ideas into understandable terminology.

Responsibilities

• Research, resolve and respond to complaints via multiple channels.
• Interface with customers and representatives on escalated complaints.
• Track and research customer complaints.
• Provide clear, complete written responses to complaints.
• Engage internal and external resources to support resolution.
• Maintain accurate records for documentation.
• Partner with litigation counsel and provide required documentation.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Organizational skills

Multi-tasking

Ability to work with management levels

Calm under pressure

Education

Bachelor's degree or equivalent

High School Diploma

Tools

Microsoft 365

Job description

Carrington Mortgage Holdings is seeking a Mortgage Customer Service Advocate to resolve escalated or complex mortgage complaints and support remediation efforts. The role interfaces with customers, departments, attorneys, regulators, and the Consumer Financial Protection Bureau, with a focus on reducing overall complaint volume.

The position offers an hourly pay range of $35.00–$40.00 plus an annual bonus, and requires strong analytical and communication skills, accuracy, and the ability to work