Supervisor, Account Recovery

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

Benefits offered by this job

Medical plans

401(k) with match

Flexible spending accounts

Time off

Job summary

MoveDocs seeks a high-energy leader to direct a servicing team focused on settlements, payoffs, and case status for providers in the Atticus Servicing line. The role combines daily leadership, operations oversight, and staff development to meet performance targets and ensure compliant recovery activities.

The successful candidate will champion customer/provider experience improvements, and bring data-driven decision making to enhance operational performance. Office-based in Charlotte, NC.

Qualifications

• College degree required.
• 5+ years in an office or contact center environment.
• Experience in Healthcare, Legal, Insurance, or Financial Services.
• Ability to use data-driven decision making in processes.
• Strong communication and collaboration skills.
• Self-motivated with ability to build relationships.
• Ability to manage multiple priorities in a fast-paced setting.
• Must work in-office in Charlotte, NC.

Responsibilities

• Supervise and manage a team of servicing representatives with daily workflow oversight.
• Maximize customer outcomes while achieving CX and financial targets.
• Ensure delivery of metrics and SLAs.
• Monitor aging, statusing and collection progress; escalate complex issues.
• Collaborate with Finance, Legal, Accounting and Servicing teams.
• Support hiring, onboarding and continuous improvement initiatives.
• Provide reporting and recommendations to the Director, Special Resolutions and Recovery.
• Conduct regular one-on-one coaching and ongoing training.
• Approve timecards and manage attendance and scheduling.

Skills

Leadership

Team Management

Operations Oversight

Process Improvement

Communication

Data Analytics

Education

College degree

Bachelor's degree preferred

Job description

MoveDocs is looking for a highly responsive, goal-oriented leader who will bring energy, expertise, and drive to impact financial and customer experience results within our Atticus Servicing team. This role leads a team responsible for negotiating and collecting settlements, providing payoffs and balance requests, and statusing cases for a specific set of providers. This role provides daily leadership, operational oversight, and staff development while ensuring accurate, timely, and compliant recovery activities.

The successful candidate is a subject matter expert in advancing the Customer/Provider Experience, Operational Performance, Negotiation and Collections strategies and can enact identified performance improvement recommendations.

The qualified candidate is expected to directly manage the team, and step in and fill the role of a Team Member as needed, and deliver exceptional customer experience results while driving to identified performance targets.

This position is based in our Charlotte, NC office.

Essential Functions

• Supervise and manage a team of servicing representatives, including daily workflow oversight and task prioritization.
• Maximize positive customer outcomes while delivering identified customer experience and financial performance targets.
• Ensure delivery of targeted performance metrics and SLAs.
• Monitor account aging, statusing and collection progress, and key performance metrics; address issues and elevate complex scenarios as needed.
• Collaborate with internal partners including Finance, Legal, Accounting, and Servicing teams.
• Support hiring, onboarding, and continuous improvement initiatives within the team and systems.
• Provide reporting, insights, and recommendations to the Director, Special Resolutions and Recovery.
• Conduct regular one-on-one meetings, performance coaching, and ongoing training for team members.
• Approve employee timecards and manage attendance and scheduling.

Qualifications

• Must have a College degree.
• 5+ years of work experience in an office type environment or contact center environment.
• Experience in Healthcare, Legal, Insurance, or Financial Services Industries – specific experience in personal injury, with applicable medical knowledge and claims law.
• Ability to understand and integrate technology and data-driven decision-making into the Paid to Facility processes.
• Ability to consider and integrate a broad range of factors to develop and execute a win/win collection strategy.
• Has excellent communication skills, both verbal and written and the ability to collaborate with other members of the team.
• Self-motivated with desire to build great relationships, and able to meet and exceed goals.
• Ability to manage multiple priorities in a fast-paced environment.
• Able to adapt to change and pivot easily between tasks and process changes.
• Ability to work quickly and accurately to meet tight deadlines.
• Excellent verbal and written communication skills to handle interactions with attorneys and medical providers.
• Ability to operate efficiently and effectively within a continuous, evolving environment.
• Ability to promote and achieve high rates of customer/partner experience, enabling customers and partners to realize significant value from their engagements and improving performance in the market.
• Ability to coach, mentor and assist in the overall success of the company and the team.
• Bachelor's Degree preferred but not required.
• Must be able to work in-office in Charlotte, NC.

We believe taking great care of our customers starts with taking great care of our people. That’s why we offer competitive compensation and a comprehensive benefits package, including a choice of multiple medical plans, dental, vision, and life insurance, a 401(k) with generous company match, flexible spending accounts for medical and dependent expenses, and time off to recharge.