Recovery Team Lead: Customer Experience & Collections

Libra Solutions, LP; Charlotte (NC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with company match

Flexible spending accounts

Job summary

MoveDocs in Charlotte, NC seeks a highly responsive leader to oversee a servicing team focused on settlements, payoffs, and case status for providers. The role drives customer experience, operational performance, and collections strategies in a dynamic, in-office setting.

The successful candidate will manage staffing, coaching, and performance while partnering with legal, finance, and servicing teams to meet targets and ensure compliant recovery activities.

Qualifications

• College degree required; Bachelor's preferred.
• 5+ years in an office or contact center environment.
• Experience in Healthcare, Legal, Insurance, or Financial Services.
• Ability to integrate data-driven decisions into processes.
• Strong communication and collaboration skills.

Responsibilities

• Supervise and manage a team with daily workflow oversight.
• Achieve customer experience and financial performance targets.
• Ensure delivery of SLAs and metric reporting.
• Monitor aging, status, and collection progress; escalate as needed.
• Collaborate with Finance, Legal, Accounting, and Servicing teams.
• Support hiring, onboarding and continuous improvement initiatives.
• Provide coaching and regular performance feedback.

Skills

Team leadership

Operational oversight

Communication

Staff development

Data-driven decisions

Coaching

Scheduling

Education

Bachelor's degree

Tools

CRM software

Data analytics tools

Job description

MoveDocs in Charlotte, NC seeks a highly responsive leader to oversee a servicing team focused on settlements, payoffs, and case status for providers. The role drives customer experience, operational performance, and collections strategies in a dynamic, in-office setting.

The successful candidate will manage staffing, coaching, and performance while partnering with legal, finance, and servicing teams to meet targets and ensure compliant recovery activities.