Libra Solutions
Finance / FinServ
Supervisor,SpecialResolutions
“Supervisor, Special Resolutions at Libra Solutions. Skills: Leadership, Operational Oversight, Staff Development, Customer Experience, Financial Performance. 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”
What You'll Achieve.
Maximize positive customer outcomes; Deliver identified customer experience and financial performance targets; Ensure delivery of targeted performance metrics and SLAs; Achieve high rates of customer/partner experience; Improve performance in the market
Industry & Context.
Ability to consider and integrate a broad range of factors to develop and execute a win/win collection strategy
Must be able to work in-office in Charlotte, NC
What They're Looking For.
Must Have
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, Ability to manage multiple priorities in a fast-paced environment, Able to adapt to change and pivot easily between tasks and process changes, Ability to work quickly and accurately to meet tight deadlines, Excellent verbal and written communication skills to handle interactions with attorneys and medical providers, 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, Ability to coach, mentor and assist in the overall success of the company and the team, Must be able to work in-office in Charlotte, NC
Nice to Have
Bachelor's Degree preferred but not required
What You'll Do.
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 address issues and escalate complex scenarios as needed
and continuous improvement initiatives within the team and systems
and recommendations to the Director
Special Resolutions and Recovery
Conduct regular one-on-one meetings
and ongoing training for team members
Approve employee timecards and manage attendance and scheduling
How You'll Work.
Team & Collaboration
Collaborate with internal partners including Finance, Legal, Accounting, and Servicing teams
Communication Scope
Excellent communication skills, both verbal and written; Excellent verbal and written communication skills to handle interactions with attorneys and medical providers
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