Mortgage Complaint Resolution Specialist

Join our dynamic team and embrace the advantages of remote work! Your availability during business hours in the Pacific Standard Time zone is essential. The Mortgage Complaint Resolution Specialist will be vital in managing and resolving complex customer complaints that may be escalated from internal teams, attorneys, or regulatory bodies like the Consumer Financial Protection Bureau. You will play a key role in decreasing repeat complaints by assisting in the development and implementation of effective remediation strategies while adhering to company guidelines and relevant regulations. The anticipated pay range for this position is $35.00-$40.00 per hour, plus an Annual Bonus. Your responsibilities will include: Conducting thorough research to resolve complaints received through various channels, including phone, mail, email, and social media. Engaging with customers and their representatives to outline clear next steps for escalated complaints. Monitoring and documenting customer complaints in detail. Providing prompt and professional written responses to customer concerns. Collaborating with internal teams and external partners to ensure effective resolutions of complaints. Maintaining comprehensive records of all interactions and resolutions. Cooperating with litigation counsel as necessary and providing required documentation. To be considered for the role, you should possess: Exceptional analytical abilities and excellent verbal and written communication skills. Meticulous attention to detail and strong organizational capabilities. Proficiency in Microsoft 365 applications (Word, Outlook, Excel). The ability to interact calmly and professionally with upset customers. A proven capacity to multitask and thrive in a fast-paced environment. The ability to comprehend and implement oral and written instructions effectively. Strong skills in analyzing complex issues and collaboratively exploring alternative solutions. Effective decision-making skills with a focus on immediate work responsibilities. The ability to articulate thoughts and ideas clearly. The capability to prioritize your workload effectively. Basic math skills for accurate calculations. The ability to draft letters, timelines, summaries, and reports conveying technical information effectively. Strong phone communication skills with a focus on quick and accurate exchanges. A high school diploma is required; a Bachelor's degree or equivalent experience is preferred. Experience of three (3) to five (5) years in a legal customer complaint environment along with knowledge in residential mortgage servicing is mandatory. Availability during Pacific Standard business hours from 8:00 am to 5:00 pm PST is required. About Our Company: Carrington Mortgage Holdings is a well-established holding company specializing in asset management, mortgages, real estate transactions, and logistics within the real estate sector. Our collaborative businesses offer a comprehensive range of real estate services covering nearly all aspects of single-family residential transactions across the United States. With a seasoned leadership team committed to enhancing stability and value through various market cycles, we welcome talented professionals eager to contribute to our mission of transforming the residential real estate landscape. Why You Should Consider Joining Us: Comprehensive healthcare plans for you and your family, along with a discretionary 401(k) match of 50% on the first 4% of your contributions. Access to discounts on fitness, dining, and retail services through our employee portal. Customized training programs to support your career advancement. Employee referral bonuses rewarding you for helping Carrington expand. Opportunities for educational reimbursement to enhance your skills. The Carrington Charitable Foundation is actively involved in community initiatives, reflecting the interests of our associates. Learn more about our community efforts. # LI-GV1 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.

Created: 2026-03-10