Job Information
Carrington Customer Advocacy Manager in Salt Lake City, Utah
The Customer Advocacy Manager will be responsible for overseeing escalated customer complaints received from various channels including regulators, attorneys, political officials, and the Better Business Bureau. Provide training to staff and direct team members’ workflow. Perform all duties in accordance with all company guidelines and applicable federal, state, and local regulations. The target pay range is $120.000-$126,000 + Annual Bonus.
What you'll do:
Carries out management responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; monitoring performance, rewarding, and disciplining employees; and addressing complaints and resolving problems.
Interface with senior Carrington leaders, regulators, attorneys, political officials, the Better Business Bureau, and customers regarding complaints.
Partner with inside and outside litigation counsel and provide additional insight and documentation as needed.
Monitors a variety of customer contact channels, including phones, e-mail, internet, or general mail.
Responsible for constantly monitoring staff’s work and providing best practices and/or updated training materials or plan as needed.
Reviews written responses to customer complaints authored by staff members and may author responses to highly complex and/or emotionally charged customer complaints.
Develops standardized responses or approaches to common customer issues or inquiries and approves non-standard resolutions or responses.
Ensures compliance with company policies and standards along with any legal requirements.
Performs internal quality reviews; identify and mitigate any gaps.
Assist with internal and external audits to ensure accuracy and compliance.
Oversee tracking and research into customer complaints.
Ensure accurate and complete records are maintained.
Perform other duties as assigned.
What you'll need:
Bachelor’s degree or equivalent work experience.
Seven (7) or more years’ related work experience in a legal customer complaint environment and residential mortgage servicing experience, with a minimum of one (1) year, is a supervisory role.
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.
# LI-GV1
Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.