Job Details

Join our dynamic team and enjoy the flexibility of remote work! You will need to be available to work during business hours in the Pacific Standard Time zone.

The Mortgage Customer Service Specialist is responsible for effectively addressing and resolving escalated or complex customer complaints from a variety of sources, including internal departments, executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. You'll play a crucial role in efforts to reduce repeat complaints and overall complaint volume by helping to implement remediation strategies. All responsibilities must be performed in accordance with company guidelines and applicable regulations at federal, state, and local levels. The expected pay range for this position is $35.00-$40.00 per hour, in addition to an Annual Bonus.

Your responsibilities will include:

• Researching, resolving, and responding to complaints received via phone, mail, email, fax, social media, and third-party agencies.

• Engaging with customers and their representatives about escalated complaints, while clearly outlining the next steps involved in the process.

• Monitoring and researching customer complaints in detail.

• Delivering clear, comprehensive, timely, and professional written responses to customer complaints.

• Collaborating with internal and external resources to facilitate complaint resolution.

• Maintaining accurate and complete documentation for all records.

• Partnering with litigation counsel as necessary and supplying required documentation.

To be considered for the role, you should possess:

• Exceptional analytical abilities alongside strong verbal and written communication skills, capable of engaging across multiple business areas and levels of management.

• Meticulous attention to detail and impressive organizational skills.

• Proficient knowledge of Microsoft 365 applications (Word, Outlook, and Excel).

• The ability to interact calmly and professionally with irate customers.

• A proven ability to multi-task and thrive in a fast-paced environment.

• The capacity to understand, recall, and implement oral and written instructions and information effectively.

• Strong skills in analyzing complex issues and exploring alternative solutions collaboratively.

• Decision-making skills that significantly impact your immediate work unit.

• The capability to articulate thoughts and ideas clearly.

• The ability to prioritize your work schedule effectively over short-term periods.

• Basic math skills for counting, adding, subtracting, multiplying, dividing, and maintaining accuracy.

• The ability to draft letters, timelines, summaries, and reports, and convey technical information both orally and in writing.

• Strong phone communication skills, requiring effective hearing and speaking capabilities.

• The ability to quickly and accurately exchange ideas verbally with others.

• A high school diploma is required; a Bachelor's degree or equivalent work experience is preferred.

• Applicants must have three (3) to five (5) years of related experience in a legal customer complaint environment as well as experience in residential mortgage servicing.

• Availability during Pacific Standard business hours from 8:00am to 5:00pm PST is required.

About Our Company:

Carrington Mortgage Holdings is a renowned holding company engaged in asset management, mortgages, real estate transactions, and logistics within the real estate sector. Our businesses work collaboratively to provide a comprehensive range of real estate services covering nearly every aspect of single-family residential transactions in the United States. With a seasoned leadership team and a firm commitment to enhancing stability and value through all market cycles, we welcome talented professionals who are eager to contribute to our mission in transforming residential real estate.

Why You Should Consider Joining Us:

• Comprehensive healthcare plans for both you and your family, plus a discretionary 401(k) match of 50% on the first 4% of pay contributed.

• Access to various discounts on fitness, restaurants, and retail through our employee portal.

• Tailored training programs designed to support your career advancement.

• Employee referral bonuses allowing you to earn rewards for helping Carrington grow.

• Educational reimbursement opportunities available.

• The Carrington Charitable Foundation actively contributes to community initiatives reflecting the interests of our associates. Learn more about our community efforts.

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Carrington is an equal opportunity employer committed to fair hiring practices. We consider all applicants 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. We are dedicated to making reasonable accommodations for qualified applicants or employees with disabilities, provided it does not impose an undue hardship on our company.