Carrington Holding Company, LLC · 8 hours ago
Mortgage Customer Service Advocate
United States
Full-time
Remote
Mid Level
$35/hr - $40/hr
3+ years expCarrington Holding Company, LLC is a holding company focused on asset management and real estate services. They are seeking a Mortgage Customer Service Advocate responsible for handling escalated customer complaints and ensuring effective resolution while adhering to regulatory guidelines.
Financial ServicesReal Estate
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
Qualification
Required
High school diploma required, Bachelor's degree or equivalent work experience preferred
Three (3) to five (5) years' related work experience in a legal customer complaint environment plus residential mortgage servicing experience
Must be able to work Pacific Standard business hours from 8:00am to 5:00pm PST
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)
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 oral and/or written instructions or other information
Ability to understand complex issues and to collaborate and explore alternative solutions
Ability to make decisions that have moderate to high impact on the immediate work unit
Ability to organize thoughts and ideas into understandable terminology
Ability to organize and prioritize own work schedule on a short-term basis (longer than one month)
Ability to count, add, subtract, multiply, divide, record, balance, and check results for accuracy
Ability to compose letters, timelines, summaries, memoranda, and basic reports and communicate technical information orally
Ability to communicate with individuals utilizing a softphone; requires ability to hear and speak effectively
Ability to express or exchange ideas using the spoken word, communicating orally with others accurately, audibly, and quickly
Benefits
Comprehensive healthcare plans for you and your family.
Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
Customized training programs to help you advance your career.
Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
Educational Reimbursement.
Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.
Company
Carrington Holding Company, LLC
Carrington Holding Company, LLC is a financial service provider for mortgages, asset management, real estate.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Aman Marwah, MBA
Division Chief Financial Officer
Melissa Witte
VP ESCROW ADMINISTRATION
Recent News
2025-11-04
2025-11-01
2024-04-26
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