Mortgage Customer Service Advocate

About the Role

As a key member of the team, the Mortgage Customer Service Advocate will be expected to work in a fast-paced environment, prioritizing tasks and managing multiple complaints simultaneously. Strong analytical and problem-solving skills are essential, as well as the ability to communicate effectively with customers and stakeholders. The role requires a deep understanding of mortgage servicing regulations and the ability to navigate complex issues with ease.

The Mortgage Customer Service Advocate will be part of a team that values collaboration and open communication. The company is committed to providing a supportive work environment, with opportunities for professional growth and development. The ideal candidate will be a strong team player, with a passion for delivering exceptional customer service and a commitment to excellence.

What You Will Do

• Research and resolve customer complaints received through various channels, including phone, mail, email, fax, social media, and third-party agencies
• Interface with customers and customer representatives to determine and communicate next steps
• Track and research customer complaints, providing clear and complete written responses
• Engage internal and external resources as needed to support complaint resolution
• Maintain accurate and complete records for documentation purposes
• Partner with inside and outside litigation counsel, providing required documentation as needed
• Develop and implement strategies to prevent repeat complaints and reduce overall complaint volume
• Collaborate with cross-functional teams to identify and address root causes of customer complaints
• Stay up-to-date with industry trends, regulatory requirements, and best practices in customer service

What We Are Looking For

• 3-5 years of related work experience in a legal customer complaint environment, preferably in residential mortgage servicing
• Excellent analytical, verbal, and written communication skills
• Ability to communicate effectively across multiple business areas and management levels
• Strong attention to detail and organizational skills, with the ability to prioritize tasks and manage multiple projects
• Proficient in Microsoft 365, including Word, Outlook, and Excel
• Ability to work in a fast-paced environment, with a strong focus on customer satisfaction
• High school diploma required, Bachelor's degree or equivalent work experience preferred
• Ability to work Pacific Standard business hours, from 8:00 am to 5:00 pm PST

Nice to Have

• Experience working in a remote or virtual environment
• Knowledge of mortgage servicing regulations and industry best practices
• Certification in customer service or a related field
• Experience with CRM software or other customer service tools

Benefits and Perks

• Competitive hourly rate, with opportunities for annual bonuses
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program, with a generous company match
• Paid time off, including vacation, sick leave, and holidays
• Remote work stipend, to support your home office setup
• Opportunities for professional growth and development, with training and development programs
• Collaborative and supportive work environment, with a team of experienced professionals

• Make sure to highlight your experience working in a fast-paced customer service environment, and your ability to work effectively in a remote setting.
• Be prepared to provide specific examples of times when you had to navigate complex customer complaints, and how you resolved them.
• Familiarize yourself with the company's values and mission, and be prepared to discuss how your skills and experience align with them.
• Practice your analytical and problem-solving skills, as these will be key components of the interview process.
• Be prepared to discuss your experience working with CRM software or other customer service tools, and how you have used these tools to improve customer satisfaction.
• Consider reaching out to current or former employees to learn more about the company culture and what it's like to work as a Mortgage Customer Service Advocate at Carrington.