Overview
This role involves serving as an Office of the Customer Correspondence Paralegal. The ideal candidate will have strong writing skills and enjoy collaborating with clients, industry partners, and internal teams to communicate outcomes for customers.
Responsibilities
- Draft final complaint responses for all client requests, ensuring quality, accuracy, and minimizing risk.
- Ensure all complaints are properly investigated and resolved in accordance with internal processes and regulatory requirements.
- Collaborate with the Complaint Response team to obtain additional information when complaint files are incomplete.
- Establish quality control policies and procedures and recommend strategies to support customer complaint responses.
- Regularly review department workflows, assess performance impacts, and implement new processes and strategies affecting quality control standards.
- Analyze trends and recommend process improvements to enhance the customer experience.
- Prepare or review various reports, forms, correspondence, and logs.
- Adapt productively to change and perform other essential tasks as assigned.
Qualifications
- High School Diploma or equivalent required.
- Minimum of 4 years' experience as a paralegal; litigation experience preferred.
- Excellent verbal and written communication skills.
- Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending.
- Proficient in Microsoft Office programs, especially Word and Excel.
- Strong analytical skills to apply data and information to resolve consumer problems.
- Ability to work independently with minimal direction and meet deadlines.
- Demonstrated ability to read, interpret, and analyze complex, detailed, and recurring accounts and records.
- Ability to work collaboratively with peers, managers, and customers to achieve common goals.
- Effective communication skills across all organizational levels and with external customers.
- Strong instructing and advising capabilities.
- Proven ability to provide excellent customer service.
- Ability to maintain strict confidentiality.
Preferred Qualifications
- Paralegal certification is preferred.
Compensation & Benefits
- Salary range: $52,400 to $88,000 annually, depending on qualifications, skills, and experience.
- Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance.
- Paid time off including holidays, vacation, and sick leave.
- Retirement & Investment: Matching 401(k) and employee stock purchase plans.
- Wellness Programs: Access to mental health resources and initiatives promoting physical and emotional well-being.
- Employee Recognition programs celebrating achievements and milestones.
- Lifestyle & Learning Perks: Discounts on gym memberships, pet insurance, employee purchasing programs, and tuition reimbursement for continued education and professional growth.
Location & Work Environment
- This position supports remote work. Necessary equipment is provided.
- Candidates must have a quiet, private workspace at home and a high-speed internet connection with minimum download speed of 25 Mbps and upload speed of 10 Mbps.
- Working conditions are typical for an office environment.
- Ability to work during normal business hours and occasionally early, late, or weekend hours as needed.
- Overtime may be required.
Equal Employment Opportunity
The employer is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information, or any other characteristic protected by applicable law.