Customer Advocate Specialist

Come join our amazing team and work from home!

About the role

The Mortgage Customer Advocate Specialist will provide general office administrative and support tasks to the legal department to ensure proper tracking and organization of customer complaints and issues. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

The target pay for this position is $22.00 - $26.00 an hour.

Responsibilities

• Create, maintain, file, and retrieve Customer Advocacy Department files.
• Maintain and update customer complaint file tracking system.
• Retrieve scanned documents from the department’s document management system and import historical documents into the system as necessary; ensure data is accurate for reporting purposes.
• Maintain all internal/external email inboxes as needed.
• Assist with exception reporting as needed.
• Assist the department, including preparing outgoing responses, as needed.
• Review all Advocate scanned mail and determine handling.
• Maintain accurate and complete records for documentation.
• Participate in and respond to internal and external routine audits as needed.
• Provide general administrative support and other duties as needed.

Requirements

• High School Diploma or equivalent work experience.
• One (1) to three (3) years administrative experience in a legal/complaint handling, corporate environment or residential mortgage servicing company required.
• Familiarity with mortgage servicing and lending terminology.
• Excellent verbal and written communication skills.
• Outstanding attention to detail and strong analytical and organizational skills.
• Proficient with Microsoft 365 (Word, Outlook, Excel, and OneDrive).
• 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, remember, and communicate routine and factual information.
• Exercise good judgment.
• Ability to organize thoughts and ideas and effectively communicate.
• Ability to count, add, subtract, multiply, divide and to record, balance, and check results for accuracy.
• Ability to understand and follow specific instructions and guidelines.
• Ability to communicate with internal and external partners utilizing a softphone; requires ability to hear and speak effectively.

Schedule

Hours are 7:30 am - 4:00 pm PST.

About Us

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 a consistent philosophy, Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle.

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.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.