This is a Fully Remote Job
About Our Client:
The organization operates within the residential real estate sector, providing a broad range of services that include asset management, mortgages, real estate transactions, and logistics related to single-family residential properties across the United States. It integrates multiple business functions both vertically and horizontally to cover nearly all aspects of real estate transactions. The organization is supported by experienced leadership and infrastructure designed to maintain stability and maximize value through various market cycles.
About the Opportunity:
The CUSTOMER SERVICE ADVOCATE role is focused on managing and resolving escalated and complex customer complaints related to mortgage servicing. This position plays a critical role in addressing issues raised by customers, regulators, and other stakeholders to reduce complaint volume and improve service quality. The advocate ensures that complaints are handled in a timely, professional, and compliant manner, contributing to overall customer satisfaction and regulatory adherence.
Responsibilities:
Research and resolve complaints received through multiple communication channels.
Communicate with customers and representatives regarding escalated issues and next steps.
Track and document complaints accurately.
Provide clear and professional written responses to customer complaints.
Collaborate with internal and external resources to support resolution.
Maintain complete records for documentation purposes.
Coordinate with litigation counsel and supply necessary documentation.
Requirements:
Three to five years of related experience in a legal or customer complaint environment, including residential mortgage servicing.
High school diploma required; Bachelor’s degree or equivalent experience preferred.
Strong analytical, verbal, and written communication skills.
Proficiency with Microsoft 365 applications.
Ability to manage communication with irate customers calmly and professionally.
Strong organizational skills and attention to detail.
Capacity to multitask and work effectively in a fast-paced environment.
Ability to understand and apply complex instructions and information.
Competence in basic math and report composition.
Effective oral communication skills, including use of softphone technology.
Pay Range and Compensation Package:
The target pay range for this position is $35.00 to $40.00 per hour plus an annual bonus.
Benefits & Perks:
Comprehensive healthcare plans for employees and their families.
Discretionary 401(k) match of 50% of the first 4% of pay contributed.
Access to discounts on fitness, dining, retail, and more through an employee portal.
Customized training programs for career advancement.
Employee referral bonuses.
Educational reimbursement.
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.