Operations Specialist
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Job Description
Operations Specialist routing and tracking client correspondence for a mortgage default legal services firm. Escalating urgent issues and maintaining accurate records across firm correspondence boxes.
Responsibilities:
- Monitor assigned client, shared, and departmental correspondence boxes throughout the workday
- Review incoming correspondence to identify sender, client, matter, request type, urgency, deadline, and responsible department
- Classify correspondence and escalations using established categories, priority levels, and tiered responsibility structures
- Route escalations to the appropriate employee, manager, department leader, subject matter expert, or executive
- Record escalation details in the designated tracker or system
- Monitor open escalations, obtain status updates, send reminders, and elevate overdue or high-risk items
- Triage unclear questions with applicable subject matter experts
- Handle designated correspondence independently after training and demonstrated proficiency
- Prepare routine acknowledgements, status responses, routing notices, and other approved communications
- Identify duplicate, misrouted, incomplete, or unrelated messages and take appropriate action
- Maintain organized correspondence records and supporting documentation
- Protect confidential client, borrower, employee, and firm information
- Notify the Manager of significant client concerns, legal deadlines, repeated issues, threatened complaints, or urgent matters
- Assist with reporting on escalation volume, aging, status, recurring issues, and completion
- Provide backup coverage for other correspondence boxes and Client Updates & Metrics functions
- Complete structured training and maintain current knowledge of approved procedures
Requirements:
- High school diploma or equivalent required
- Prior experience in customer service, administrative support, mail or inbox management, legal services, mortgage servicing, or another deadline-driven office environment preferred but not required
- Experience entering and maintaining accurate information in trackers or business systems preferred
- Strong attention to detail, organization, and follow-through
- Ability to read correspondence carefully, identify key facts, and summarize issues clearly
- Sound judgment regarding urgency, confidentiality, and when to request assistance
- Clear and professional written and verbal communication skills
- Ability to manage multiple incoming items and deadlines in a fast-paced environment
- Ability to learn new processes, client requirements, systems, and department responsibilities
- Basic proficiency with Microsoft Outlook, Word, Excel, Teams, and SharePoint
- Dependability, professionalism, and a service-focused approach
- Ability to maintain confidentiality and follow written procedures
Benefits:
- Remote work
- Structured training and role development
- Refresher training and ongoing process learning
- Backup coverage and cross-functional development opportunities
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