客户支持倡导者
Customer Service Advocate
加入我们卓越的团队！
房贷客户服务倡导者将负责解决和回应来自各种渠道的升级或复杂客户投诉，包括内部部门或高管、律师、监管机构、政界人士以及消费者金融保护局。协助补救工作以防止重复投诉并减少总体投诉量。根据公司所有指南以及公司运营所在的所有联邦、州和地方法规执行所有职责。该职位的目标薪资范围为每小时35.00至40.00美元+年度奖金。
你将负责：
- 通过电话、邮件、电子邮件、传真、社交媒体和第三方机构接收的投诉进行研究、解决和回应。
- 与客户及客户代表就升级的投诉进行沟通；确定并传达下一步行动。
- 跟踪和研究客户投诉。
- 为客户提供清晰、完整、及时且专业的书面回应。
- 根据需要与内部和外部资源合作以支持投诉解决。
- 保持准确且完整的记录用于文档化。
- 与内部和外部诉讼律师合作，并按需提供所需文件。
你需要具备：
- 优秀的分析、口头和书面沟通能力；能够跨多个业务领域和管理层级进行沟通。
- 出色的细节关注能力和强大的组织能力。
- 熟练使用Microsoft 365（Word、Outlook和Excel）。
- 能够以冷静和专业的方式与愤怒的客户沟通。
- 能够多任务处理并在快节奏的环境中工作。
- 能够理解、记住并应用口头和/或书面指令或其他信息。
- 能够理解复杂问题，并协作探索替代解决方案。
- 能够做出对直接工作单元有中等至高影响的决策。
- 能够将想法和思路整理成易于理解的术语。
- 能够在短期内（超过一个月）组织和优先安排自己的工作计划。
- 能够进行计数、加法、减法、乘法、除法、记录、对账并检查结果的准确性。
- 能够撰写信件、时间线、摘要、备忘录和基本报告，并能口头传达技术信息。
- 能够与使用软电话的个人进行沟通；需要具备相应能力
查看英文原文
Come join our amazing team!
The Mortgage Customer Service Advocate will be responsible for resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. Assist in remediation efforts to prevent repeat complaints and reduce overall complaint volume. Perform all duties according to all company guidelines and applicable federal, state, and local regulations wherein the company operates. The target pay range for this position is $35.00-$40.00 an hour + Annual Bonus.
What you'll do:
- Research, resolve and respond to complaints received by phone, mail, email, fax, social media and third-party agencies.
- Interface with customers and customer representatives regarding escalated complaints; determine and communicate next steps.
- Track and research customer complaints.
- Provide clear, complete, timely and professional written responses to customer complaints.
- Engage internal and external resources as needed to support complaint resolution.
- Maintain accurate and complete records for documentation.
- Partner with inside and outside litigation counsel and provide required documentation as needed.
What you'll need:
- Excellent analytical, verbal, and written communication skills; ability to communicate across multiple business areas and management levels.
- Outstanding attention to detail and strong organizational skills.
- Proficient with Microsoft 365 (Word, Outlook, and Excel).
- Ability to communicate with irate customers in a calm and professional manner.
- 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 complex issues and to collaborate and explore alternative solutions.
- Ability to make decisions that have moderate to high impact on the immediate work unit.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to organize and prioritize own work schedule on a short-term basis (longer than one month).
- Ability to count, add, subtract, multiply, divide, record, balance, and check results for accuracy.
- Ability to compose letters, timelines, summaries, memoranda, and basic reports and communicate technical information orally.
- Ability to communicate with individuals utilizing a softphone; requires ability to hear and speak effectively.
- Ability to express or exchange ideas using the spoken word, communicating orally with others accurately, audibly, and quickly.
- High school diploma required; Bachelor’s degree or equivalent work experience preferred.
- Must have three (3) to five (5) years’ related work experience in a legal, customer complaint environment plus residential mortgage servicing experience required.
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: .
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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Originally posted on Himalayas