Supervisor, Servicing

About the role

MoveDocs is seeking a dynamic leader to join our Servicing team. This role oversees a team responsible for negotiating and collecting settlements and statusing cases for a specific portfolio of law firm customers. The ideal candidate will lead by example, fostering a culture of excellence and accountability.

Responsibilities

• 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 Service Level Agreements (SLAs)
• Maintain account aging, statusing, and collection progress, and key performance metrics; address issues and escalate complex scenarios as needed
• Collaborate with internal partners including Revenue, Finance, Legal, Accounting, and Operations teams
• Support hiring, onboarding, and continuous improvement initiatives within the team and systems
• Conduct regular one-on-one meetings, performance coaching, and ongoing training for team members
• Approve employee timecards and manage attendance and scheduling

Requirements

• 5+ years of work experience in an office type environment or contact center environment
• Experience in Healthcare, Legal, Insurance, or Financial Services Industries, specifically in personal injury, with applicable medical knowledge and claims law
• Ability to understand and integrate technology and data-driven decision-making into the servicing processes
• Excellent communication skills, both verbal and written, and the ability to collaborate with other members of the team
• Self-motivated with a desire to build great relationships and able to meet and exceed goals
• Able to manage multiple priorities in a fast-paced environment and 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
• 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

Qualifications

• Bachelor's Degree preferred

Benefits

We offer a comprehensive benefits package, including:

• Competitive compensation
• 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
• Time off to recharge