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.

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.

Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
Time Off: Paid holidays, vacation, and sick leave
Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
Employee Recognition: Programs that celebrate achievements and milestones
Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Customer Correspondence Paralegal

Key skills