Customer Service Advocate

Carrington Holding Company, LLC is a real estate services company with businesses spanning asset management, mortgages, real estate transactions, and real estate logistics. The Mortgage Customer Service Advocate resolves escalated and complex customer complaints, coordinates with customers, internal and external resources, and legal counsel, and supports remediation and complaint documentation efforts.

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

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
• Ability to express or exchange ideas using the spoken word, communicating orally with others accurately, audibly, and quickly
• High school diploma required
• Must have three (3) to five (5) years' related work experience in a legal, customer complaint environment plus residential mortgage servicing experience required
• Bachelor's degree or equivalent work experience preferred