Operations Specialist

The Mortgage Law Firm

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.

Posted 8/25/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong organizational skills and attention to detail in managing client correspondence and escalations. Proficient in maintaining confidentiality and following established procedures while effectively communicating with various stakeholders.

Highest-signal resume keywords

Customer Service ExperienceAdministrative SupportMail ManagementMicrosoft Office ProficiencyAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Inbox ManagementInformation TrackingEscalation ManagementCorrespondence ClassificationData Entry

Soft Skills

Clear CommunicationSound JudgmentDependabilityProfessionalismOrganizational Skills

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft TeamsSharePoint

Industry Keywords

Legal ServicesMortgage ServicingDeadline-Driven EnvironmentClient ConfidentialityAdministrative Procedures

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Remote work
Structured training and role development
Refresher training and ongoing process learning
Backup coverage and cross-functional development opportunities