Representative, Special Resolutions

About the role

Libra Solutions is seeking a highly responsive and goal-oriented Representative to join our Special Resolutions Team. This role impacts both financial outcomes and customer experience.

Responsibilities

• Assess complex cases and collaborate with law firms, medical providers, and insurance carriers to achieve mutually beneficial resolutions
• Demonstrate strong decision-making skills and consistently deliver results aligned with targeted performance goals
• Serve as a subject matter expert in customer and partner experience, operational performance, negotiation, and collections strategies
• Implement performance improvement initiatives that support team and organizational objectives
• Manage a dynamic portfolio of assigned cases
• Provide coverage for team members during absences
• Deliver exceptional customer service while meeting established performance metrics

Requirements

• High School diploma or GED required
• Minimum of 2 years of experience in an office or contact center environment
• Experience in Healthcare, Legal, Insurance, or Financial Services Industries, with specific experience in personal injury cases, including medical knowledge and claims law
• Strong ability to leverage technology and data-driven insights to support decision-making and process improvements
• Skilled in developing and executing win/win negotiation strategies, considering a broad range of factors
• Excellent verbal and written communication skills, with the ability to collaborate effectively with team members, attorneys, and medical providers
• Self-motivated, relationship-focused, and goal-oriented
• Adaptable to change, able to pivot between tasks and evolving processes efficiently
• Able to operate effectively in a continuously evolving environment
• Must be able to work in-office in Charlotte, NC

Benefits

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.