Office of the Customer Correspondence Paralegal - Remote

Overview

We are seeking to fill the role of Office of the Customer Correspondence Paralegal. The ideal candidate enjoys writing, collaborating with clients, industry partners and internal teams to communicate outcomes for customers.

Responsibilities

• Draft final complaint responses for all client requests, ensuring quality and accuracy, while minimizing risks to the Company. • Ensure all complaints have been properly investigated and resolved in accordance with internal processes and regulatory requirements to minimize operational risk. • Work with the Complaint Response team to obtain additional information if missing from complaint files. • Establish quality control policies and procedures and recommend strategies for supporting customer complaint responses. • Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the department’s quality control standards. • Analyze trends and recommend ways to improve processes to enhance the customer experience. • Prepare or review various reports, forms, correspondence, and logs. • React to change productively and handle other essential tasks as assigned. • All other duties as assigned.

Qualifications

• High School Diploma or equivalent required. • 4+ years’ experience as a paralegal, litigation experience preferred. • Excellent verbal and written communications skills. • Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. • Experienced in the use of Microsoft Office programs, with proficiency in Word and Excel. • Analytical ability sufficient to apply data and information to the solution of consumer problems. • Ability to work independently with minimal direction and to meet deadlines. • Demonstrated ability to read, interpret, and analyze accounts and records of a complex, detailed and recurring nature. • Analytical ability sufficient to apply data and information to the solution of administrative and operating problems.

• Ability to work collaboratively with peers, company managers, and customers in a team environment to attain common goals. • Ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with external customers. • Strong instructing and advising skills. • Demonstrated ability to provide excellent customer service. • Ability to maintain strict confidentiality.

 

Desired Skills and Qualifications • Paralegal certification preferred.

 

 

 

About Remote Employment 

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.

 

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

 

 

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management – Manage one's own time and the time of others.
• Writing – Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity – Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.