Customer Advocate

July 30

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Description

• Come join our amazing team! Must be able to work Pacific Standard business hours. • The Mortgage Servicing Customer Advocate will be responsible for 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. • Assist in remediation efforts to prevent repeat complaints and reduce overall complaint volume. • Perform all duties according to all company guidelines and applicable federal, state, and local regulations wherein the company operates. • Engage internal and external resources as needed to support complaint resolution. • Maintain accurate and complete records for documentation. • Partner with inside and outside litigation counsel and provide 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). • High school diploma required; Bachelor’s degree or equivalent work experience preferred. • Must have three (3) to five (5) years’ related work experience in a legal, customer complaint environment and residential mortgage servicing experience required. • Must be able to work Pacific Standard business hours from 8:00am to 5:00pm.

Benefits

• Comprehensive healthcare plans for you and your family. • Plus, a 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. • Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.