Carrington Mortgage Holdings, LLC

  • Customer Research Manager

    Job Locations US-IN-Westfield
    Job ID
    Position Category
    Carrington Mortgage Services, LLC
    Position Type
  • Overview

    Founded in 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated financial services company that covers virtually every aspect fo the single family residential real estate transaction, including investment in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services.  Carrington has built the infrastructure necessary to maximize value during any market cycle.


    We are currently looking for a Customer Research Manager to support our team in Westfield IN!


    The Customer Research Manager will oversee and maintain the productivity of the Research Department by managing associate workload and assisting senior management team regarding escalated issues. Perform all duties in accordance with company policies and procedures and all state and federal regulations.


    • Perform monthly quality control checks on correspondence and complete monthly quality control reports for senior management team.
    • Prepare weekly and monthly reports for senior management team, analyzing current research data.
    • Develop, update, and implement departmental procedures in accordance with State and Federal requirements.
    • Handle and resolve escalated complaints from customers or third parties and assist research team in identifying or locating escalated items.
    • Function as business process expert for the CMS reporting system (FiServ) and Research Department. Assist other departments with questions and issues related to current operating system and/or departmental or process changes.
    • Manage Research Department e-mails from all sources.
    • Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
    • Assist Loan Servicing management with special projects, research requests, or escalated issues that require an immediate response as needed.
    • Perform other duties and special projects as assigned.


    • High school diploma and some college required.
    • Some college coursework in related field preferred.
    • Three (3) to five (5) years of related experience in a loan servicing/collections environment required.

    EEO/AAP Employer


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