Supervisor, Account Recovery

Essential Functions

• Supervise and manage a team of servicing representatives, including daily workflow oversight and task prioritization
• Maximize positive customer outcomes while delivering identified customer experience and financial performance targets
• Ensure delivery of targeted performance metrics and SLAs
• Monitor account aging, statusing and collection progress, and key performance metrics; address issues and escalate complex scenarios as needed
• 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 the Director, Special Resolutions and Recovery
• Conduct regular one-on-one meetings, performance coaching, and ongoing training for team members
• Approve employee timecards and manage attendance and scheduling

Requirements

• Must have a College degree
• 5+ years of work experience in an office type environment or contact center environment
• Experience in Healthcare, Legal, Insurance, or Financial Services Industries - specific experience in personal injury, with applicable medical knowledge and claims law
• Ability to understand and integrate technology and data-driven decision-making into the Paid to Facility 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 with 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 and medical providers
• Able to operate efficiently and effectively within a continuous, evolving environment
• Able 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
• Able to coach, mentor and assist in the overall success of the company and the team

Qualifications

• Bachelor's Degree preferred but not required
• Must be able to work in-office in Charlotte, NC

Pay

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.

Schedule

Based in our Charlotte, NC office.