Customer Service Advocate

🕒 September 24

🇺🇸 United States – Remote

💵 $35 - $40 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Carrington Holding Company, LLC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🏠 Real Estate

💸 Finance

🤝 B2B

Real Estate • Finance • B2B

Carrington Holding Company, LLC is a diversified residential real estate and mortgage services platform that provides end-to-end homeownership solutions. It operates retail, wholesale and correspondent mortgage lending channels (including products for borrowers with lower credit or down payments), mortgage loan servicing (including large Ginnie Mae servicing balances), real estate brokerage (Vylla Home), title and escrow services, foreclosure trustee services, property/asset management, and alternative asset management through Carrington Capital Management. The firm also pursues acquisitions and partnerships to expand its servicing and retail capabilities and offers technology-driven tools to support borrower communications and servicing operations.

📋 Description

• Research, resolve, and respond to escalated or complex customer 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 • Engage internal and external resources to support complaint resolution • Maintain accurate and complete documentation records • Assist in remediation efforts to prevent repeat complaints and reduce complaint volume • Partner with inside and outside litigation counsel and provide required documentation • Perform duties according to company guidelines and applicable federal, state, and local regulations

🎯 Requirements

• Must be able to work PST business hours • 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, including Word, Outlook, and Excel • Ability to communicate with irate customers calmly and professionally • Ability to multitask in a fast-paced environment • Ability to understand, remember, and apply oral and written instructions • Ability to understand complex issues and collaborate on alternative solutions • Ability to make decisions with moderate to high impact on the immediate work unit • Ability to organize thoughts and ideas into understandable terminology • Ability to organize and prioritize work schedules • Ability to perform basic arithmetic and verify results for accuracy • Ability to compose letters, timelines, summaries, memoranda, and basic reports • Ability to communicate effectively using a softphone • High school diploma required • Three to five years of related work experience in a legal or customer complaint environment required • Residential mortgage servicing experience required • Must be able to work Pacific Standard business hours from 8:00am to 5:00pm

🏖️ Benefits

• Annual Bonus • Comprehensive healthcare plans for you and your family • Discretionary 401(k) match of 50% of the first 4% of pay contributed • Fitness, restaurant, retail, and other discounts through the employee portal • Customized training programs • Employee referral bonuses • Educational Reimbursement • Carrington Charitable Foundation community initiatives