Customer Service Advocate

Carrington Holding Company, LLC

. Research, resolve, and respond to escalated or complex customer complaints received by phone, mail, email, fax, social media, and third-party agencies .

Posted 9/24/2026full-timeRemote • United StatesMid-LevelSenior💰 $35 - $40 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving complex customer complaints with a focus on clear communication and documentation. Proficient in Microsoft 365 and possesses strong analytical and organizational skills essential for effective complaint management in a legal or customer service environment.

Highest-signal resume keywords

Customer Complaint ResolutionMicrosoft 365 ProficiencyResidential Mortgage Servicing ExperienceAnalytical SkillsWritten Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Complaint TrackingDocumentation ManagementBasic Arithmetic SkillsReport CompositionDecision-Making

Soft Skills

Attention to DetailOrganizational SkillsCalm CommunicationMultitasking AbilityCollaboration Skills

Tools & Technologies

Microsoft WordMicrosoft OutlookMicrosoft ExcelSoftphone

Industry Keywords

Legal EnvironmentCustomer ServiceEscalated ComplaintsRemediation EffortsFederal Regulations

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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