Mortgage Customer Service Advocate

Carrington • Columbus, OH • 2h ago

Come join our amazing team and work remote from home! Must be able to work PST business hours.

The Mortgage Customer Service Advocate will be responsible for resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. Assist in remediation efforts to prevent repeat complaints and reduce overall complaint volume. Perform all duties according to all company guidelines and applicable federal, state, and local regulations wherein the company operates. The target pay range for this position is $35.00-$40.00 an hour + Annual Bonus.

What you'll do:

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.

What you'll need:

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.

High school diploma required, Bachelor's degree or equivalent work experience preferred.

Please only apply if you have three (3) to five (5) years' related work experience in a legal customer complaint environment plus residential mortgage servicing experience. This is required.

Must be able to work Pacific Standard business hours from 8:00am to 5:00pm PST.

Our Company:

Carrington Mortgage Holdings is a holding company whose primary businesses include asset management, mortgages, real estate transactions and real estate logistics. Collectively, the businesses are vertically and horizontally integrated, and provide a broad range of real estate services encompassing nearly all aspects of single-family residential real estate transactions in the United States. Guided by a leadership team with a wealth of industry experience and guided by a consistent philosophy, Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We hope you'll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonhc.com .

What We Offer:

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. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

LI-GV1

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.

Similar Jobs

Finance Segment Region Liaison

Huntington National Bank • Columbus, OH • 1h ago

Finance, Accounting & Banking

Description Summary: Partnering closely with identified business segment or region colleagues, the Finance Segment/Region Liaison is responsible for continuous improvement on financial focus and performance expectations...

1h ago

Go to Apply

Credentialed Tax Expert (Part-time, Remote)

Vaco • Columbus, OH • 2h ago

Finance, Accounting & Banking

Seeking Tax Experts for the upcoming tax season. If you have an active PTIN and unrestricted credential (CPA/EA/Practicing Attorney) we would love to connect with you! Qualifications Who You Are: ? As a Tax Expert, you h...

2h ago

Go to Apply

Accounts Receivable Specialist (remote)

Cognizant • Columbus, OH • 6h ago

Finance, Accounting & Banking

Accounts Receivable Specialist (remote) This is a remote position open to any qualified applicant in the United States. Summary: In this role the successful candidate performs advanced level work related to resolution of...

6h ago

Go to Apply

Investment Banking Manager

Accenture • Columbus, OH • 10h ago

Finance, Accounting & Banking

Accenture Consulting: Your Unique Place in our Global Collective Being part of Accenture Consulting means becoming an expert at making the New happen Now. To us, the New is all about the wise pivot that turns constant di...

10h ago

Go to Apply

Investment Banking Consultant

Accenture • Columbus, OH • 10h ago

Finance, Accounting & Banking

10h ago

Go to Apply

Regional Banking Insight Specialist

Huntington National Bank • Columbus, OH • 10h ago

Finance, Accounting & Banking

Description Summary: The Regional Banking Insights Specialist contributes to the Regional Banking content strategy by developing differentiated, customer-focused insights. Conducts research to support content development...

10h ago

Go to Apply

Investment Banking Senior Manager

Accenture • Columbus, OH • 10h ago

Finance, Accounting & Banking

10h ago

Go to Apply

Accountant - Entry Level

Robert Half • Dublin, OH • 14h ago

Finance, Accounting & Banking

Description We are looking for an entry-level Accountant to join our team in Dublin, Ohio. In this Contract to permanent role, you will contribute to essential accounting operations, including reconciliations, journal en...

14h ago

Go to Apply

Accounts Receivable Specialist

Robert Half • Columbus, OH • 21h ago

Finance, Accounting & Banking

Description We are looking for an experienced Accounts Receivable Specialist to join a non profit client in Columbus, Ohio. This long-term contract position is ideal for someone with strong attention to detail and a soli...

21h ago

Go to Apply

Finance & Accounting Manager

Accenture • Columbus, OH • 1d ago

Finance, Accounting & Banking

We are seeking a highly skilled Finance & Accounting Manager to oversee the regional banking client's outsourced Finance & Accounting operations and ensure proper execution of our financial close, consolidation,...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.