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JOB SUMMARY

Provides support to attorneys overseeing consumer complaints received from state and federal regulatory agencies. Assists with drafting complaint responses, and the intake and tracking of consumer complaints from regulatory agencies. Responsible for coordinating, compiling, analyzing and distributing accurate and timely information, and for preparing and filing documents at appropriate state and federal regulatory agencies. Also responsible for certain administrative functions associated with supporting our Regulatory Complaint Response Team.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Review and process incoming consumer complaints for internal clients
• Assist in maintaining database of consumer complaints, including tracking complaints and all related information received from start to finish
• Assist attorneys in filing timely responses with regulatory agencies, including being the primary contact for various agencies
• Draft complaint responses and provide responsive materials to third parties and regulatory authorities, as needed
• Track open issues and prepare regular status reports for management
• Process incoming and outgoing correspondence from both regulatory authorities and customers
• Perform other related duties as requested by supervisor(s)

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Proficiency with Microsoft software
• Demonstrated organization skills and attention to detail
• Understanding of legal language and principles, research methods, court pleadings and processes, legal holds and other related matters
• Legal research and investigative skills
• Demonstrated written and verbal communication skills
• Demonstrated analytical and problem solving skills
• Demonstrated time management skills and proven ability to meet deadlines
• Demonstrated interpersonal and customer service skills
• Ability to function well in a high-paced and at times stressful environment
• Ability to maintain confidentiality, and to exercise discretion and good judgment

Required Education

• Paralegal certification or American Bar Association Approved curriculum required or Associates Degree in related field or equivalent experience
  
  

Required Related Work Experience

• 2+ years paralegal experience

WORKING CONDITIONS

• Office environment
• Minimal travel