Customer Advocate, Specialist Team Lead

The Customer Advocate Team Lead Specialist will be responsible for providing general office administrative and support tasks to the legal department to ensure proper tracking and organization of customer complaints and issues. Responsible for training and mentoring the Customer Advocate Specialist team. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $28.00-$33.00 an hour

 

What you'll do:

 

• Create, maintain, file, and retrieve Customer Advocacy Department files. 
• Maintain and update customer complaint file tracking system. 
• Retrieve scanned documents from the department’s document management system and import historical documents into the system as necessary; ensure data is accurate for reporting purposes. 
• Maintain all internal/external email inboxes. 
• Monitor BOT exception report and escalate errors.
• Provide training and mentoring to the Customer Advocate Specialist team. 
• Provide support to the department, including preparing outgoing responses, as needed.
• Responsible for reviewing all Advocate scanned mail and determining handling. 
• Prepare monthly reports on customer complaint trends. 
• Provide the Legal Management Team with project support as required. 
• Maintain accurate and complete records for documentation. 
• Participate in and respond to internal and external routine audits. 
• Provide general administrative support and other duties as needed.  

 

What you'll need:

 

• High School Diploma or equivalent work experience.
• Five plus (5+) years administrative experience in a legal/complaint handling, corporate environment or residential mortgage servicing company required.
• Familiarity with mortgage servicing and lending terminology
• Excellent verbal and written communication skills
• Outstanding attention to detail and strong analytical and organizational skills
• Proficient with Microsoft 365 (Word, Outlook, Excel, and OneDrive)  
• 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, remember, and communicate routine and factual information.
• Exercise good judgment.
• Ability to organize thoughts and ideas and effectively communicate.
• Ability to count, add, subtract, multiply, divide and to record, balance, and check results for accuracy.
• Ability to understand and follow specific instructions and guidelines.

 

Our Company:

Carrington Mortgage Holdings is a holding company whose primary businesses include asset management, mortgages, real estate transactions and real estate logistics. Collectively, the businesses are vertically and horizontally integrated, and provide a broad range of real estate services encompassing nearly all aspects of single-family residential real estate transactions in the United States.  Guided by a leadership team with a wealth of industry experience and guided by a consistent philosophy, Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonhc.com.

 

What We Offer:

• 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. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

 

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