Bilingual Paralegal, Consumer Debt Solutions
About The Position
The Paralegal, Consumer Debt Solutions, provides real-time and offline support to consumers of our new Debt Help Illinois platform and service in both English and Spanish. The paralegal will help design and staff a virtual help desk for Illinois consumers using Debt Help Illinois, guiding them through the platform when needed, identifying when someone may need deeper legal assistance, responding to feedback, and working with the Consumer Debt Solutions Product Manager to update the legal information on Debt Help Illinois. The position also serves as a critical voice for consumers in product evaluation and further improvements and enhancements. Illinois Legal Aid Online (ILAO) is committed to attracting and retaining a diverse staff. Working with great people from diverse lived experiences brings us closer to our vision of a society where all people can get justice. Because our services and products - like the law - are for everyone, we believe in including everyone. We strongly and enthusiastically encourage people of color, individuals who identify within and beyond the LGBTQIA+ spectrum, women, and people with disabilities to apply. ILAO is fully remote, with periodic, in-person meetings. Position must be based in the United States.
Requirements
- Paralegal certification required.
- Demonstrates strong client-facing and customer support skills, effectively communicating with diverse individuals by phone, email, and written correspondence.
- Ability to speak, interpret, and write English and Spanish fluently.
- 5-10 years of paralegal experience, with a preference for experience in legal aid or consumer debt issues.
- Attention to detail and strong organizational skills.
- Strong communication skills.
- Proficient in using computers and mobile devices, with the ability to quickly learn new software and platforms.
- Ability to conduct legal research and provide appropriate legal information and resources on consumer debt problems.
Nice To Haves
- Located in Illinois or experience in the Illinois court system.
- Comfort working collaboratively with both technical and non-technical stakeholders.
- Experience with user-centered design, accessibility, or usability in digital platforms.
Responsibilities
- Understand and improve the Debt Help Illinois platform and service.
- Respond to consumer feedback on the Debt Help Illinois platform.
- Working with our community engagement team, maintain training materials for helpers to use the platform.
- Develop and manage a virtual help desk for Debt Help Illinois consumers.
- Provide navigation assistance and legal information to consumers using Debt Help Illinois.
- Provide help-desk consumers with appropriate referrals to partner organizations and resources.
- Follow up with users who drop out of a process to offer additional assistance.
- Review Spanish translations as provided by our vendor.
- Assist with content management tasks, including updating, converting, and repurposing existing legal information.
- Coordination with partners providing financial literacy and education resources.
- Work collaboratively with the product team to export, analyze, and report on usage data and consumer feedback.
- Evaluate and recommend changes to the Debt Help Illinois platform based on patterns and trends of consumer experiences.
- Collaborate with the rest of the product team to identify opportunities for platform growth and improvement.
- Help identify and pursue potential funding sources and participate in grant proposals and reporting.
- Participate in fundraising activities, events, and campaigns.
- Participate in staff and other administrative meetings.
- Other responsibilities as assigned.
Benefits
- ILAO offers a comprehensive benefits package, including health and dental insurance, life insurance, long-term and short-term disability insurance, health and dependent care flex spending account; 15 paid days off and 15 holidays in the first calendar year of employment; and, 403(b) retirement plan, to which ILAO contributes a required 1% of salary monthly.
- ILAO has a flexible workplace policy that supports remote work, wellness, and work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
