Correspondence & Escalation Coordinator

The Mortgage Law Firm; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

The Mortgage Law Firm is seeking an Operations Specialist to monitor client and external correspondence, classify items, and route escalations to the right experts. You will maintain detailed escalation trackers, monitor aging, and work with subject matter experts to resolve issues.

This entry-level role requires attention to detail, strong organizational skills, and the ability to handle multiple deadlines in a fast-paced legal environment.

Qualifications

• High school diploma or equivalent is required.
• Prior experience in customer service or administrative support preferred but not required.
• Experience entering and maintaining information in trackers or business systems preferred.
• Ability to maintain confidentiality and follow written procedures.

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 structure.
• Route escalations promptly to the appropriate employee, manager, department leader, SME, or executive based on the assigned tier.
• Record each escalation in the designated tracker or system, including date received, source, matter information, issue summary, assigned owner, priority, due date, status, and resolution.
• Monitor open escalations, obtain status updates, send appropriate follow-up reminders, and elevate overdue or high-risk items to the Manager.
• Triage questions with the applicable SME when the correct response, owner, or next step is unclear.
• Handle designated correspondence independently after completing required training and demonstrating proficiency.
• Prepare routine acknowledgements, status responses, routing notices, and other approved communications using established templates and procedures.
• Identify duplicate, misrouted, incomplete, or unrelated messages and take the appropriate routing or follow-up action.
• Maintain organized correspondence records and supporting documentation so the history and current status of each item can be easily reviewed.
• Protect confidential client, borrower, employee, and firm information when reviewing, routing, and storing correspondence.
• Notify the Manager immediately of significant client concerns, legal deadlines, repeated issues, threatened complaints, or other matters requiring urgent attention.
• Assist with reporting on escalation volume, aging, status, recurring issues, and completion as directed.
• Provide backup coverage for other correspondence boxes and Client Updates & Metrics functions as trained and assigned.

Skills

Attention to detail

Organization

Follow-through

Reading & summarizing

Written and verbal communication

Multitasking

Learning new processes

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

SharePoint

Confidentiality

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

SharePoint

Job description

The Mortgage Law Firm is seeking an Operations Specialist to monitor client and external correspondence, classify items, and route escalations to the right experts. You will maintain detailed escalation trackers, monitor aging, and work with subject matter experts to resolve issues.

This entry-level role requires attention to detail, strong organizational skills, and the ability to handle multiple deadlines in a fast-paced legal environment.