Customer Advocate Team Lead Specialist

Carrington Mortgage Holdings

Location: Anaheim, California, USA

Category: Customer Service

Salary: 28 - 33 USD / hourly

Full-time

Job Description

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.

Responsibilities

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Retrieve scanned documents from the department's document management system and import historical documents into the system as necessary; ensure data is accurate for reporting purposes.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.
Prepare monthly reports on customer complaint trends.

Qualifications

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).

Perks & 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 discounts through our employee portal.
Customized training programs to help advance your career.
Employee referral bonuses.
Educational Reimbursement.

Why Join Us?

Carrington Mortgage Holdings is a company that provides a broad range of real estate services encompassing nearly all aspects of single-family residential real estate transactions in the United States. Join us as we transform residential real estate!