Client Success

Job Description

Job Description

** Compensation- Signing Bonus - Salary Range $75,000 - $90,000. Benefits & Perks: Medical & Dental Insurance, Performance-based bonuses, 401(k), Generous PTO & Paid Holidays, Complimentary Estate Planning Services, All-expenses-paid trip after 5 years of service, ongoing recognition, team events, and celebrations**

** Work Schedule and Hybrid Arrangement **

This position follows a hybrid schedule based on the firm’s operational and office-space needs. Monday and Friday are designated remote production days. Tuesday, Wednesday, and Thursday are required in-office days and are the primary client-facing and signing days.

The employee is expected to be physically present and prepared to conduct signing meetings beginning at 9:00 a.m. on required in-office days. The remote-work schedule may be modified when client needs, training, team coverage, meetings, or firm operations require additional in-office attendance.

Remote work is contingent upon maintaining productivity, responsiveness, confidentiality, reliable internet access, an appropriate private workspace, and compliance with all firm policies.

Are you ready to demonstrate your expertise in an ambitious firm? Then, please read on...

We aren't looking for someone who simply prepares legal documents. We're looking for someone who wants to help families protect everything they've worked for, who believes hospitality belongs in the legal profession, and who wants to build a career—not just fill a position.

If you're committed to excellence, accountability, continuous learning, and treating every client like family, we'd love to meet you.

We are a law firm that provides estate planning, estate administration, probate, and asset protection planning for clients. We need an organized, thoughtful, caring professional. We are looking for someone who is well-organized, adaptable to change, can meet deadlines, and follows systems yet uses judgment while providing an exceptional client experience, ensuring that the legal services provided by the firm are in accordance with firm policies, procedures, and standards. Excellent verbal and written communication skills are a must. Ability to work in a hybrid remote/in-person environment.

If you are “THE ONE” we are looking for, please tell us why we should schedule an interview with you.

Responsibilities

** Primary Responsibilities **

** Estate Planning Signing Meetings **

• Conduct estate planning signing meetings on Tuesday, Wednesday, and Thursday.
• Prepare for each signing meeting in advance and confirm the signing package is complete and accurate.
• Review the general purpose of the estate planning documents and confirm that the documents reflect the attorney-approved design.
• Answer appropriate procedural and document-related questions and refer substantive legal questions to an attorney.
• Ensure that all documents are signed, witnessed, and notarized properly.
• Confirm that deeds, trust certificates, assignments, beneficiary documents, and ancillary documents are included when applicable.
• Maintain a professional, welcoming, calm, and organized signing environment.
• Ensure signed documents are properly scanned, saved, routed, and stored.
• Provide clients with final documents, electronic copies, funding information, and next-step instructions.
• Document the completion and outcome of each signing meeting in the case-management system.

** Client Review Calls **

• Conduct assigned review calls before the client’s signing meeting.
• Review the client’s estate plan summary and confirm receipt of draft documents and educational materials.
• Confirm whether the client has watched the firm’s automated document-review videos.
• Answer appropriate procedural and general document questions.
• Identify requested changes or questions requiring attorney review.
• Confirm names, fiduciaries, beneficiaries, addresses, and other factual information.
• Document the call and any outstanding issues in the case-management system.
• Help ensure attorney questions are resolved before the signing meeting whenever possible.

** Client Education and Video Review Process **

• Send or confirm delivery of the firm’s estate planning education videos.
• Track whether clients have completed the video review.
• Reinforce the information provided in the videos and identify recurring questions.
• Recommend improvements to the educational content and client-review process.
• Support the goal of reducing routine signing meetings to approximately 60 minutes without reducing client understanding or service quality.

** Estate Plan Summaries **

• Prepare plain-language summaries from the final approved documents.
• Accurately identify fiduciaries, beneficiaries, distribution structure, incapacity provisions, guardianship provisions, and special instructions.
• Confirm that each summary matches the final document package.
• Complete the summary before the client review call and revise it when attorney-approved changes are made.

** Estate Plan Drafting **

• Draft routine estate planning documents as assigned, including wills, revocable trusts, powers of attorney, health care documents, deeds, trust certificates, assignments, and related documents.
• Follow the attorney’s written design instructions and use approved templates and document-automation systems.
• Complete attorney revisions promptly and perform quality-control reviews before release.
• Assist the primary drafting paralegal with overflow drafting and complete additional plans when signing volume is lighter.
• The primary full-time drafting paralegal will continue to draft the majority of the firm’s estate plans.

** Signing Package Preparation and Quality Control **

• Review the full document package before the client arrives.
• Confirm names, addresses, marital status, fiduciary appointments, beneficiaries, and distriand distribution terms.
• Check consistency among the will, trust, powers of attorney, health care documents, deeds, and related documents.
• Confirm attorney approval, execution requirements, and completion of the signing checklist.
• Identify missing information or unresolved questions and escalate substantive issues before signing.

** Post-Signing Processing **

• Scan and save all signed documents in the correct digital file.
• Update the matter status and prepare the client’s final electronic and physical package.
• Route deeds for recording and provide funding instructions.
• Prepare assignments and transfer documents as directed.
• Identify outstanding signatures, documents, or client tasks and create follow-up tasks.
• Ensure each matter progresses promptly toward closure.

** Trust Funding and Follow-Up **

• Provide firm-approved trust-funding instructions and explain general administrative steps without providing new legal advice.
• Track deeds, assignments, beneficiary forms, account changes, and funding documents.
• Follow up regarding outstanding funding tasks and maintain accurate funding status information.
• Refer substantive funding, tax, Medicaid, or legal questions to an attorney.

** Client Communication **

• Respond to client emails and telephone calls within one business day.
• Keep clients informed about plan status, review calls, signing appointments, missing information, and next steps.
• Document substantive communications and maintain appropriate professional boundaries.
• Escalate complaints, legal questions, and sensitive client concerns promptly.
• Help clients feel supported and confident throughout the process.

** Case Management and Workflow **

• Update matter stages, statuses, completed tasks, deadlines, review-call status, signing dates, funding status, and next actions.
• Track outstanding client information and identify matters at risk of exceeding the firm’s six-to-eight-week completion goal.
• Coordinate with attorneys, paralegals, legal assistants, and operations staff.
• Report bottlenecks and matters requiring attorney attention during weekly legal team meetings.

** Client Satisfaction and Firm Reputation **

• Deliver a consistent signing experience reflecting dignity, clarity, compassion, and professionalism.
• Request client feedback and online reviews under the firm’s approved process.
• Identify potential testimonials or referrals and help resolve concerns before they become complaints.
• Support long-term client relationships and future estate plan reviews.

Qualifications

• The ideal candidate for this Estate Planning Paralegal position in Worcester, MA, US will have a genuine passion for assisting clients and possess strong communication skills to effectively interact with them.
• Accountability is a crucial trait we seek, where taking ownership of tasks, being proactive, and working collaboratively as a team player are essential qualities.
• Creative problem-solving skills, attention to detail, the ability to draft estate plans and legal documents, and handle probate and trust administration matters are key requirements.
• A minimum of 3 years of experience in estate planning, elder law, estate administration, or long-term care planning is necessary to excel in this role.
• The successful candidate should exhibit excellent work quality, client management skills, adherence to procedures, adaptability to change, meeting deadlines, and a positive and respectful attitude towards colleagues.
• Proficiency in computer and technology skills, Such as Wealth Counsel, CRM, and Case Management Software, with at least 3 years of experience in Microsoft Office and Trust & Estate work, is preferred.
• A degree is not required, but a solid background in drafting legal documents is essential for this position.

About Law Office of Polly Tatum

At the Law Office of Polly Tatum , we help families protect what matters most — their loved ones, their legacies, and their peace of mind. Our firm focuses on Estate Planning, Elder Law, and Probate , serving clients across Central Massachusetts and the entire State with compassion, clarity, and excellence.

** Why You’ll Love Working With Us **

• You’ll make a meaningful difference in the lives of Massachusetts families every day.
• You’ll join a team that leads with heart, purpose, and professionalism.

You’ll be supported, respected, and encouraged to grow — because you matter here!