Case Management Analyst

Primeritus Financial Services, Inc; Nashville (TN); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Primeritus Financial Services is seeking a Post Recovery Case Management Analyst to support agent-facing case management, invoicing, and client communications. This role blends operations with analytics to identify root causes and drive improvements.

Hybrid role based in Nashville, TN or Raleigh, NC with remote options for qualified candidates in TX, CO, AZ, FL, OH, or VA. The position emphasizes collaboration with clients and internal teams to optimize processes.

Qualifications

• Associate's or bachelor's degree preferred; equivalent professional experience considered.
• Experience in case management, collections, recovery operations, or related operations.
• Analytical skills including root-cause investigation and process improvement.
• Comfort discussing contract terms, pricing, and financially sensitive topics with lender clients.
• Experience with case management and billing systems; collaborating with technical teams on tools.

Responsibilities

• Work cases directly, including agent-facing case management and fee approval.
• Serve as escalation point for issues; make final decisions within authority.
• Prepare and issue accurate lender invoices per SLA/SOW.
• Lead client outreach on aged AR and negotiate payment plans.
• Support onboarding and training of CMA I and CMA II associates.
• Partner with development on automation and tool improvements.

Skills

Analytical ability

Communication skills

Client-facing

Root cause analysis

Education

Associate's or bachelor's degree preferred

Job description

Primeritus Financial Services is a national provider of repossession management, remarketing, titled, and skip tracing services to the automotive finance industry in the United States and Puerto Rico. Primeritus provides clients with value-added, outsourced repossession management, skip tracing investigations, and remarketing services by leveraging a national network of certified agents and unique investigative techniques to quickly and reliably secure customers’ collateral. Through effective leadership, service, and performance, Primeritus Financial Services offers the trifecta of repossession services: locate, recover, and remarket.

Position Summary

The Post Recovery Case Management Analyst is an individual-contributor role providing agent-facing case management, fee approval, escalation authority, training support, client invoicing, and client-facing collections and works cases directly like a Case Management Associate (CMA) when needed. Building on that foundation, the Analyst also brings a more analytical, root-cause orientation to post-recovery operations: investigating recurring issues across case management, billing, and agent performance to their source; owning lender-facing conversations that require contract or pricing judgment; keeping client and agent profiles current and accurate; managing recurring reporting obligations; and partnering with our development team on technical solutions that reduce manual work across the team. This position is a hybrid role working from our Nashville, TN or Raleigh, NC office; we're also open to fully remote candidates located in TX, CO, AZ, FL, OH, or VA.

Key Responsibilities

Case Management & Collections (Core Scope)

• Work cases directly, including agent-facing case management, documentation review, and fee approval, consistent with senior level CMA scope.
• Serve as an escalation point for agent issues that CMA I and CMA II associates are unable to resolve, including disputed fees and non-standard compliance questions; make final case-level decisions within delegated authority.
• Prepare and issue accurate lender invoices in accordance with each client's contractual SLA/SOW.
• Own direct client outreach on aged AR when needed, including negotiating payment/resolution plans and resolving billing concerns.
• Support onboarding and training of CMA I and CMA II associates, including client communication standards.

Root Cause Analysis & Process Improvement

• Investigate recurring case management, billing, or performance issues to identify root cause rather than addressing symptoms.
• Translate findings into concrete process, training, or system recommendations and track their impact.
• Partner with team leadership to prioritize fixes by business impact.

Lender & Client Communication

• Hold professional, credible conversations with lender clients on matters requiring contract or pricing context.
• Serve as a knowledgeable point of contact when questions exceed standard case-level escalation.
• Represent the team accurately and professionally in client-facing discussions tied to contractual terms.

Contract & Pricing Management

• Manage updates to client contracts and pricing schedules as terms change.
• Ensure client and agent profiles in daily case management operating systems remain current and accurate.
• Proactively flag discrepancies between contracted terms and system configuration before they cause billing errors.

Reporting & Data Integrity

• Own recurring internal and client-facing reporting obligations, ensuring accuracy and on-time delivery.
• Maintain data integrity across case management and billing systems to support audit readiness.
• Build or refine reporting views that give leadership better visibility into performance and risk.

Technical Partnership & Automation

• Partner with our development team on technical solutions and automation opportunities.
• Act as the operational subject-matter expert during scoping, testing, and rollout of new tools or workflow changes.
• Identify manual, error-prone steps in current workflows that are candidates for automation.

Qualifications

• Associate's or bachelor's degree preferred; equivalent professional experience considered.
• Prior experience in case management, collections, recovery operations, or a related operational role, including demonstrated experience in the Case Management Associate career progression.
• Demonstrated analytical ability, including root cause investigation and process improvement.
• Comfort discussing contract terms, pricing, and financially sensitive topics directly with lender clients.
• Working knowledge of case management and billing systems; comfort partnering with technical teams on tools and automation.
• Excellent written and verbal communication skills, with a professional, client-appropriate tone under pressure.
• Sound judgment on when to resolve an issue directly versus elevate to Account Management, Finance, Product, or leadership.
• Demonstrated ability to manage client-facing reporting obligations with accuracy and reliability.

Success Measures

• Reduction in repeat/recurring issues traced to root cause fixes.
• Accuracy and timeliness of contract, pricing, and profile updates.
• Timeliness and accuracy of recurring reporting obligations.
• Client feedback on lender-facing interactions.
• Contribution to automation/technical initiatives delivered with Product Enablement and Development.

Primeritus an Equal Opportunity employer and all qualified applicants will receive consideration to employment without regard to race, color, religion, gender, pregnancy, sexual orientation, national origin, age, or protected veteran or disability status.