Operations Specialist

About the role

• The Operations Specialist is an entry-level position responsible for monitoring client and other external correspondence, identifying the nature and urgency of incoming items, routing escalations to the appropriate responsible party, and maintaining accurate escalation records. The role works with applicable subject matter experts when review or direction is needed and is trained to independently handle designated correspondence functions. This position supports correspondence boxes across the firm and reports to the Manager, Client Updates & Metrics.

What you'll do

• Monitor assigned client, shared, and departmental correspondence boxes throughout the workday.
• Review incoming correspondence to identify the sender, client, matter, request type, urgency, deadline, and responsible department.
• Classify correspondence and escalations using the firm’s established categories, priority levels, and tiered responsibility structure.
• Route escalations promptly to the appropriate employee, manager, department leader, subject matter expert, or executive based on the assigned tier.
• Record each escalation in the designated tracker or system, including the 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 subject matter expert 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.

Tiered Escalation Responsibilities

• Tier 1: Handle routine correspondence and approved requests that fall within documented procedures, training, and assigned authority.
• Tier 2: Route items requiring operational knowledge or case-specific review to the appropriate subject matter expert or operational owner and track the response through completion.
• Tier 3: Route material client concerns, repeated failures, sensitive complaints, deadline risks, or unresolved matters to the appropriate manager or department leader and notify the Manager, Client Updates & Metrics.
• Executive or Critical Escalations: Immediately notify the Manager of matters identified by policy as requiring executive, legal, compliance, information security, or other specialized review. The Specialist does not make decisions outside the authority assigned to the role.

Training and Role Development

• Complete structured training on correspondence categories, client requirements, internal departments, escalation tiers, systems, templates, and confidentiality expectations.
• Learn the responsibilities and points of contact for each operational area to improve routing accuracy and response time.
• Demonstrate accuracy and sound judgment before receiving authority to complete additional correspondence functions independently.
• Maintain current knowledge of approved procedures and participate in refresher training when processes or client

Skills & Competencies

• 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.

Qualifications

• 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.
• Ability to maintain confidentiality and follow written procedures