Customer Service Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate, address, and respond to escalated or intricate customer complaints received through various channels such as phone, mail, email, fax, social media, and third-party agencies.

• Engage with customers and their representatives concerning escalated issues.

• Identify and communicate the subsequent steps in the resolution process.

• Monitor and examine customer complaints thoroughly.

• Deliver clear, comprehensive, timely, and professional written communications.

• Collaborate with both internal and external resources to aid in resolving complaints.

• Maintain precise and thorough documentation records.

• Support initiatives aimed at preventing recurring complaints and minimizing complaint volumes.

• Collaborate with both internal and external litigation counsel and provide necessary documentation.

• Execute responsibilities in alignment with company policies and relevant federal, state, and local regulations.

⛳️ Requirements

• Availability to work during PST business hours.

• Exceptional analytical, verbal, and written communication abilities.

• Capability to communicate effectively across various business divisions and management levels.

• Remarkable attention to detail along with strong organizational skills.

• Proficient in Microsoft 365 applications, including Word, Outlook, and Excel.

• Ability to engage with upset customers in a calm and professional manner.

• Competence to manage multiple tasks in a fast-paced setting.

• Capacity to understand, retain, and apply both oral and written instructions.

• Ability to comprehend complex issues and work collaboratively on alternative solutions.

• Capacity to make decisions that have a moderate to significant impact on the immediate work unit.

• Ability to articulate thoughts and ideas in clear, understandable terms.

• Skills in organizing and prioritizing work schedules effectively.

• Proficiency in basic arithmetic and verifying results for accuracy.

• Competence in drafting letters, timelines, summaries, memoranda, and basic reports.

• Ability to communicate efficiently using a softphone.

• A high school diploma is mandatory.

• A minimum of three to five years of relevant work experience in a legal or customer complaint setting is required.

• Experience in residential mortgage servicing is required.

• Must be available to work during Pacific Standard business hours, specifically from 8:00 AM to 5:00 PM.

🏝️ Benefits

• Annual Bonus.

• Comprehensive healthcare plans for you and your family.

• Discretionary 401(k) match of 50% on the first 4% of pay contributed.

• Discounts on fitness, restaurants, retail, and other services through the employee portal.

• Tailored training programs.

• Employee referral bonuses.

• Educational Reimbursement.

• Participation in Carrington Charitable Foundation community initiatives.