Performance Manager
TRAKAmerica is a national outsourcing provider managing over $15 billion in assets for our clients. As we continue to expand our infrastructure, we are currently recruiting for an Attorney Performance Manager to fill a role critical to our continued growth. This role can be a remote position; however, it is preferred for the candidate to be located in our Bonita Springs corporate office. 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.
We are seeking a person with strong analytical and excellent communication skills, a dedicated customer service approach and a proven background managing process controls and performance in a dynamic environment.
The Performance Manager position serves as the key resource for understanding, driving and reporting performance trends for a variety of suppliers. This manager position is also responsible for consulting with our suppliers regarding the various processes that support their performance and meet our client's needs and expectations. The ideal candidate will also be responsible for the development of strategies that will achieve client goals. This position will require travel of up to 10-15% of the employee's work time and will be responsible for managing a group of our network law firms and/or agencies.
This role will require demonstrated skills in analysis and problem assessment, organizing priorities for the supplier, sound judgment, problem solving and critical thinking, and excellent communication and interpersonal skills.
Essential Job Functions:
- Responsible for achieving and exceeding the overall collection goals of Company and its clients.
- Monthly goal setting and manage weekly client projections/forecast roll-ups.
- Conduct monthly tracking calls.
- Assist with on-boarding new firms/agencies.
- Manage inventory for assigned firms/agencies.
- Manage assigned client performance.
- Perform call quality audits.
- Conduct follow-up procedures to ensure compliance with established standards
Job Competencies:
- Proven success in managing collection attorney performance.
- Excellent written and oral communication skills at a high level.
- Ability to breakdown data into tangible action items for suppliers.
- Innovative approach toward producing results and problem-solving.
- Critical thought process includes proposing varying methods of resolution.
- Effectively manage multiple priorities to accomplish key client SLA's.
- Strong interpersonal, organization and decision-making skills.
- Maintain flexibility with a changing environment.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Strong analytical and critical thinking skills.
- Possess foundational understanding of business process management.
- Proven ability to work autonomously as well as within a team dynamic.
- Advanced knowledge of Microsoft Office, Excel and Other Microsoft products.
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. Ability to travel as required.
- Work environment: The noise level in the work environment is usually moderate
Job Qualifications:
- A Bachelor's degree is required with a minimum of 5 years' experience working with and providing solutions to outsourcing suppliers.
- Knowledge of debt collection laws and experience in debt collection or financial industry preferred
- Previous experience in Accounts Receivable Management, Bank Card, or the Debt Purchasing Industry
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).