Director, Special Resolutions

Responsibilities

• Mentor and develop a team of servicing representatives and supervisors, ensuring that company goals and initiatives are met with integrity.
• Monitor the goals, standards, objectives, policies, and procedures related to all Special Resolutions actions and be accountable for the efficacy of those items.
• Collaborate with internal partners, including Finance, Legal, Accounting, and Servicing teams.
• Support hiring, onboarding, and continuous improvement initiatives within the team and systems.
• Provide reporting, insights, and recommendations to senior leadership regarding collections, problematic accounts, or significant deviations from processes that could hinder the ability to meet budget.
• Carry out regular one-on-one meetings with direct reports, performance coaching, and ongoing training for team members.
• Foster a collaborative team environment through transparent communication and support.

Requirements

• College degree, required 5+ years of work experience in an office type environment or contact center environment.
• 5 years of management experience.
• Experience in Healthcare, Legal, Insurance, or Financial Services Industries required - specific experience in personal injury, with applicable medical knowledge and claims law.
• Ability to understand and integrate technology and data-driven decision-making into processes.
• Ability to consider and integrate a broad range of factors to develop and execute a win/win collection strategy.
• Excellent communication skills, both verbal and written and the ability to collaborate and mentor other members of the team.
• Self-motivated with desire to build great relationships, and able to meet and exceed goals.
• Able to manage multiple priorities in a fast-paced environment.
• Able to adapt to change and pivot easily between tasks and process changes.
• Able to work quickly and accurately to meet tight deadlines.
• Excellent verbal and written communication skills to handle interactions with attorneys, medical providers and senior corporate leadership.
• Ability to operate efficiently and effectively within a continuous, evolving environment.
• Ability to promote and achieve high rates of customer/partner experience, enabling customers and partners to realize significant value from their engagements and improving performance in the market.

Benefits

We believe taking great care of our customers starts with taking great care of our people. That's why we offer competitive compensation and a comprehensive benefits package, including a choice of multiple medical plans, dental, vision, and life insurance, a 401(k) with generous company match, flexible spending accounts for medical and dependent expenses, and time off to recharge.