Job Description

TRAKAmerica is a national accounts receivable management and outsourcing provider for many of the largest banks and debt buying entities in the country. We currently have an immediate opening for a Client Services Manager in our Bonita Springs, FL location, to assist in managing client processes and Client Services team members, as well as monitoring performance on key client portfolios. This position is classified as Exempt under the FLSA and will not earn over-time for any hours worked in excess of 40 hours in a given work week.

POSITION SUMMARY:

This position will act as a key client contact and work closely with both internal and external partners at various levels to drive client satisfaction and ensure that all requirements and expectations are being met. This role will manage one or more Client Services Liaisons responsible for daily interaction with clients and network suppliers as well as various client reporting deliverables and data quality review activities. The Client Services Department is the first point of contact for all client communications and account/process level questions from clients and network suppliers. The ideal candidate will possess strong verbal and written communications, leadership, and critical-thinking skills along with a solid knowledge of the legal debt collection industry.

Essential Functions & Responsibilities:

• Act as an internal client expert and key point of contact for specified client relationship(s).
• Act as the ‘voice of the client’ in advocating for the client internally and with suppliers.
• Communicate client requirements and expectations internally and to our external supplier network.
• Process and track all process changes communicated by the client to completion.
• Develop, document, and maintain departmental policies, procedures, and work instructions in a clear and uniform manner.
• Oversee the timely and accurate production of client reporting deliverables and requests for information.
• Provide timely response to account level inquiries and requests for information from the client, internal partners and/or supplier network.
• Analyze data supplied by attorney firms to ensure that proper data elements and status updates are provided to the client.
• Identify and monitor critical client SLAs to ensure compliance.
• Perform reviews of client inventory to ensure workflows and established processes are meeting client objectives.
• Continuously evaluate and improve departmental processes for efficiency and compliance with client requirements.
• Engage & manage assigned Client Services Liaisons (oversee, guide, coach and hold accountable and build relationships with team).
• Other essential tasks as assigned by management.

Job Competencies:

• Proven excellence in building and maintaining productive working relationships.
• Strong attention to detail, problem assessment, sound judgment, problem solving and critical thinking skills.
• Has a high degree of individual accountability to deliver against defined client activity goals.
• Excellent verbal and written communication skills.
• Excellent math and analytical skills.
• Excellent customer service skills and professional demeanor.
• Ability to understand and apply complex concepts.
• Ability to identify and facilitate issue resolution.
• Ability to take initiative and work independently.
• Strong organizational, self-management and follow-up skills.
• Excellent time management skills.
• Ability to react to change in a positive and productive manner.
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Ability to manage daily priorities and appointments utilizing Outlook (creating and adhering to deadlines).

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands and work environment characteristics described here and representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

· Work environment: The noise level in the work environment is usually moderate.

JOB QUALIFICATIONS:

Required:

• BA is required, or in place of a degree, 5+ years of relevant experience

Preferred:

• 2+ years of experience in a client services or operations management role.
• Prior experience working in the debt collection industry for a law firm, collection agency, debt buyer, creditor or legal network supplier in an operations or client service capacity.

TRAKAmerica is an Equal Opportunity Employer. Our company __ offers a competitive, experience-based salary; a comprehensive benefits package that includes paid holidays, paid time off, health insurance, and 401k plan; and a performance-based bonus structure. Any offer of employment conveyed by TRAKAmerica is conditional upon the successful completion of the company’s lawful pre-employment checks/screens including but not limited to criminal background check, credit check, and drug testing (to the extent permitted and in accordance with applicable law).

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Company Description

Based in Bonita Springs, FL, TRAK is a leading provider of outsourced legal recoveries to credit issuers and financial institutions. The Company utilizes a proprietary technology-enabled workflow management and data-analytics platform to provide a prioritized, streamlined and compliance-driven solution for consumer receivables. TRAK’s national legal network of law firms collects hundreds of millions in charged-off receivables on behalf of blue-chip clients annually. The Company’s legal-focused strategy generates an industry leading return on investment versus all other recovery methods.