Carrington Mortgage Holdings, LLC

  • Loss Draft Customer Advocate

    Job Locations US-CA-Anaheim
    Job ID
    Position Category
    Carrington Mortgage Services, LLC
    Position Type
  • Overview

    Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We are a fully integrated mortgage company supporting our customers by providing a broad range of real estate services encompassing nearly all aspects of single family residential real estate transactions in the United States.


    Our Mortgage Servicing platform has continued to grow by focusing resources on excellent execution of our key competencies, including customer service, delinquency management, default management, loan administration, analytics and investor reporting – all while  preserving home ownership and providing world-class servicing. We’re always building our mortgage business with our customers in mind. Join us.


    The Loss Draft Customer Advocate is responsible for identifying opportunities to proactively reach out to customers that are experiencing challenges in the loss draft process and assisting them to ensure an excellent customer experience. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.


    What you’ll do:

    • Function as a single point of contact for customers with more complex issues to ensure consistent communication, follow up and timely resolution
    • Build rapport with customers to ensure the customer experience is a smooth and as positive as possible.
    • Run and review reports to identify potential customer issues and proactively reach out to those customers to provide assistance with their loss draft insurance claims.
    • Engage internal and external resources as needed to support complaint resolution
    • Approve exceptions to loss draft disbursement guidelines within established authorities
    • Maintain accurate and complete records of actions taken.
    • Comply with applicable company policies and procedures, statutes, regulations and other legal requirements governing claims handling.
    • Prepare responses for Advocates, HUD, and CMS management.
    • Assist with internal and external audit responses and the creation of action plans to remediate any findings.
    • Respond to written and verbal customer requests, inquiries, and complaints in a timely and professional manner.
    • Provide training of employees in addressing complaints and resolving escalations or issues.
    • Perform other duties as assigned.

    You’ll love this job if you’re:

    • Systematic and Diligent. You have a keen focus on the details and like to follow a plan.
    • Agile and Resourceful. You effortlessly shift gears and come up with workable solutions to problems.
    • Quality Focused and Industrious. You’re passionate about maintaining high standards and delivering results.


    What you’ll need:

    • High School diploma or equivalent work experience.
    • Four (4) or more years insurance claim/adjusting and/or loss draft industry experience
    • Prior experience high level, professional customer service experience

    EEO/AAP Employer


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