Mortgage Customer Service Advocate

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🕒 January 16

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CarringtonCrisp

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2003

📚 Education

Education • Consulting

CarringtonCrisp is a consultancy company that partners with universities and business schools to provide imaginative and data-driven insights and solutions. They focus on offering unique approaches to the ever-changing educational landscape, utilizing intelligence, insight, and creativity. Known for their objective analysis, CarringtonCrisp helps educational institutions gain fresh perspectives and achieve their objectives. Their work has been recognized for injecting energy and offering new viewpoints, ensuring that institutions remain relevant and effective in their educational offerings.

📋 Description

• Resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. • Assisting in remediation efforts to prevent repeat complaints and reduce overall complaint volume. • Researching, resolving, and responding to complaints received by phone, mail, email, fax, social media and third-party agencies. • Tracking and researching customer complaints. • Providing clear, complete, timely and professional written responses to customer complaints. • Engaging internal and external resources as needed to support complaint resolution. • Maintaining accurate and complete records for documentation. • Partnering with inside and outside litigation counsel and providing 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. • High school diploma required, Bachelor’s degree or equivalent work experience preferred. • Three (3) to five (5) years’ related work experience in a legal customer complaint environment plus residential mortgage servicing experience is required. • Must be able to work Pacific Standard business hours from 8:00am to 5:00pm PST.

🏖️ 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 so you’ll get paid to help Carrington and Vylla grow. • Educational Reimbursement. • Contributions to the community through Carrington Charitable Foundation.