CarringtonCrisp

Mortgage Customer Service Advocate

CarringtonCrisp

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $35 - $40 per hour

About the role

  • 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.
  • Assisting in remediation efforts to prevent repeat complaints and reduce overall complaint volume.
  • Researching, resolving, and responding to complaints received by phone, mail, email, fax, social media and third-party agencies.
  • Tracking and researching customer complaints.
  • Providing clear, complete, timely and professional written responses to customer complaints.
  • Engaging internal and external resources as needed to support complaint resolution.
  • Maintaining accurate and complete records for documentation.
  • Partnering with inside and outside litigation counsel and providing required documentation as needed.

Requirements

  • 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.
  • 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 is required.
  • Must be able to work Pacific Standard business hours from 8:00am to 5:00pm PST.
Benefits
  • Comprehensive healthcare plans for you and your family.
  • 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.
  • Contributions to the community through Carrington Charitable Foundation.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer complaint resolutiondocumentation maintenancedata analysisreport writingoral and written communicationmulti-taskingproblem-solvingdecision-makingmathematical accuracyremediation efforts
Soft skills
analytical skillsattention to detailorganizational skillscalm communicationcollaborationtime managementadaptabilityprofessionalisminterpersonal skillsability to handle difficult situations
Certifications
high school diplomaBachelor’s degree or equivalent work experience