Operations Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee designated client, shared, and departmental correspondence inboxes throughout the day.

• Examine incoming messages to ascertain sender, client, matter, request type, urgency, deadline, and the responsible department.

• Categorize correspondence and escalations utilizing established classifications, priority levels, and tiered responsibility frameworks.

• Direct escalations to the appropriate personnel, manager, department leader, subject matter expert, or executive.

• Document escalation specifics in the designated tracker or system.

• Monitor ongoing escalations, gather status updates, send reminders, and highlight overdue or high-risk items.

• Address ambiguous questions with relevant subject matter experts.

• Manage assigned correspondence independently following training and proven competency.

• Draft routine acknowledgements, status responses, routing notices, and other authorized communications.

• Detect duplicate, misrouted, incomplete, or irrelevant messages and take necessary actions.

• Keep organized records of correspondence and supporting documentation.

• Safeguard confidential information pertaining to clients, borrowers, employees, and the firm.

• Inform the Manager of significant client issues, legal deadlines, recurring problems, potential complaints, or urgent matters.

• Assist in reporting on escalation volume, aging, status, persistent issues, and completion rates.

• Provide backup support for other correspondence boxes and Client Updates & Metrics functions.

• Participate in structured training and stay updated on approved procedures.

⛳️ Requirements

• A high school diploma or equivalent is required.

• Previous experience in customer service, administrative support, mail or inbox management, legal services, mortgage servicing, or another deadline-oriented office environment is preferred but not mandatory.

• Familiarity with entering and maintaining precise information in trackers or business systems is preferred.

• Strong attention to detail, organizational skills, and follow-through ability.

• Capacity to read correspondence meticulously, pinpoint key facts, and articulate issues clearly.

• Sound judgment regarding urgency, confidentiality, and when to seek assistance.

• Excellent written and verbal communication skills that are clear and professional.

• Ability to handle multiple incoming items and deadlines in a fast-paced setting.

• Willingness to learn new processes, client requirements, systems, and departmental responsibilities.

• Basic proficiency with Microsoft Outlook, Word, Excel, Teams, and SharePoint.

• Dependability, professionalism, and a service-oriented mindset.

• Ability to maintain confidentiality and adhere to written procedures.

🏝️ Benefits

• Remote work opportunities.

• Structured training and professional development.

• Refresher training and ongoing process education.

• Backup coverage and cross-functional development opportunities.