Case Management Associate I

Primeritus Financial Services, Inc; Nashville (TN); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Primeritus Financial Services, Inc. seeks a Case Management Associate to own the post-recovery lifecycle, ensuring compliant documentation, accurate invoicing, and timely case progression.

You will be the main point of contact for agents and lenders, safeguarding revenue and reducing compliance exposure. Responsibilities include reviewing agent submissions, approving fees, generating lender invoices, and collaborating with Account Management to resolve client questions.

Qualifications

• High school diploma or equivalent required; associate's or bachelor’s degree preferred.
• 1–2 years in case management, collections, or related operational role; experience in auto recovery or lending is a plus.
• Strong attention to detail with ability to review documentation and financial data for accuracy.
• Ability to learn client-specific SLA/SOW requirements and regulatory standards.
• Comfortable managing a high volume of cases with competing deadlines.
• Clear, professional written and verbal communication for agent- and client-facing interactions.
• Proficiency with case management systems and standard office software (e.g., Microsoft Excel, Outlook).

Responsibilities

• Review agent-submitted documentation for completeness, accuracy, and compliance with client and regulatory requirements.
• Review and approve agent fees in accordance with client contracts, fee schedules, and company policy.
• Identify and elevate documentation gaps, discrepancies, or compliance concerns to agents for correction.
• Monitor case status to ensure timely progression through the post-recovery workflow, minimizing delays that create client or agent friction.
• Serve as a point of contact for agents on case-specific requirements, providing clear guidance when expectations are not met.
• Prepare and issue accurate lender invoices in accordance with each client's contractual SLA/SOW.
• Validate invoice data against case documentation prior to submission to prevent billing errors or disputes.
• Monitor invoicing timelines to ensure compliance with client-specific service level agreements.
• Maintain accurate case and billing records to support audit readiness and client reporting requests.
• Partner with Account Management to resolve client-specific questions related to post-recovery cases and invoicing.
• Communicate recurring agent compliance issues or documentation trends to leadership for broader remediation.
• Respond to case-related inquiries from internal teams and clients in a timely, professional manner.

Skills

Attention to detail

Written and verbal communication

Case management proficiency

Microsoft Excel

Outlook

Education

High school diploma or equivalent

Associate's degree preferred

Bachelor's degree preferred

Tools

Case management software

Microsoft Outlook

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 Case Management Associate (CMA) owns the full post-recovery lifecycle of a case once a vehicle has been marked recovered. This role is the primary point of accountability for agent-facing case activities — including document review, fee approval, and ensuring agents remain compliant with regulatory and client requirements — as well as for ensuring lenders are invoiced accurately and in accordance with each client's contractual SLA/SOW. The CMA plays a critical role in protecting recovery revenue, minimizing compliance exposure, and delivering a consistent, high-quality experience to both agents and clients during the post-recovery process.

Key Responsibilities

Agent-Facing Case Management

• Review agent-submitted documentation for completeness, accuracy, and compliance with client and regulatory requirements.
• Review and approve agent fees in accordance with client contracts, fee schedules, and company policy.
• Identify and elevate documentation gaps, discrepancies, or compliance concerns to agents for correction.
• Monitor case status to ensure timely progression through the post‑recovery workflow, minimizing delays that create client or agent friction.
• Serve as a point of contact for agents on case‑specific requirements, providing clear guidance when expectations are not met.

Client Invoicing & Compliance

• Prepare and issue accurate lender invoices in accordance with each client's contractual SLA/SOW.
• Validate invoice data against case documentation prior to submission to prevent billing errors or disputes.
• Monitor invoicing timelines to ensure compliance with client‑specific service level agreements.
• Maintain accurate case and billing records to support audit readiness and client reporting requests.

Cross‑Functional Collaboration

• Partner with Account Management to resolve client‑specific questions related to post‑recovery cases and invoicing.
• Communicate recurring agent compliance issues or documentation trends to leadership for broader remediation.
• Respond to case‑related inquiries from internal teams and clients in a timely, professional manner.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 1–2 years of experience in case management, collections, recovery operations, or a related operational role; experience in auto recovery or lending is a plus.
• Strong attention to detail with the ability to review documentation and financial data for accuracy.
• Working knowledge of, or ability to quickly learn, client‑specific SLA/SOW requirements and regulatory standards applicable to vehicle recovery.
• Comfortable managing a high volume of cases with competing deadlines.
• Clear, professional written and verbal communication skills for both agent‑ and client‑facing interactions.
• Proficiency with case management systems and standard office software (e.g., Microsoft Excel, Outlook).

Success Measures

• Case cycle time from recovery to closure within workflow targets.
• Invoice accuracy and on‑time delivery against client SLA/SOW commitments.
• Agent compliance and documentation quality on assigned cases.
• Responsiveness to client and internal inquiries within established timeframes.

Working Conditions

• This is a hybrid based role, working in our Nashville, TN and Raleigh, NC office.
• Sedentary position requiring extended periods of computer use.
• Must be able to work in a dynamic and sometimes noisy environment.
• Predictable attendance and adherence to established protocols are essential.

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.