Customer Service Rep

We are seeking an analytical and detail-oriented Portfolio Performance Owner to oversee operational collection and litigation workflows, ensure compliance with client and company standards, and drive performance across assigned portfolios.

• Establish and refine processes and measurements, managing daily workflow and quality
• Ensure legal documentation and supporting records are accurate, complete, and compliant prior to legal action
• Monitor client performance metrics including service performance and aging inventory
• Ensure accounts are worked according to client servicing level agreements (SLAs)
• Collaborate cross-functionally with management, production support teams and Contractor Management to improve portfolio outcomes
• Analyze service outcomes and trends to improve portfolio strategies and operational efficiency
• Ensure adherence to company policies, procedures, and client-specific requirements across all assigned functions
• Manage daily operational workflows to maintain balanced capacity, timely execution, and achievement of performance goals
• Analyze production and productivity reports to identify trends, risks, and opportunities for improvement
• Serve as the primary escalation point for complex files, aging cases, and customer concerns, ensuring timely resolution
• Conduct root cause analysis on operational defects, client escalations, and missed deadlines
• Conduct file reviews and quality assurance checks; document findings and implement corrective actions as needed
• Monitor client requests to identify recurring trends and develop effective solutions
• Deliver exceptional customer service by maintaining in-depth knowledge of client requirements and expectations
• Track, achieve, and sustain key performance indicators (KPIs)
• Identify and implement best practices to improve operational performance
• Maintain proficiency in company systems, terminology, and operational standards
• Prioritize tasks effectively while ensuring accuracy and compliance in all documentation
• Apply client-specific nuances and preferences across all applicable processes
• Punctual and regular attendance
• Perform other duties as assigned

We are seeking an analytical and detail-oriented Portfolio Performance Owner to oversee operational collection and litigation workflows, ensure compliance with client and company standards, and drive performance across assigned portfolios.

• Establish and refine processes and measurements, managing daily workflow and quality
• Ensure legal documentation and supporting records are accurate, complete, and compliant prior to legal action
• Monitor client performance metrics including service performance and aging inventory
• Ensure accounts are worked according to client servicing level agreements (SLAs)
• Collaborate cross-functionally with management, production support teams and Contractor Management to improve portfolio outcomes
• Analyze service outcomes and trends to improve portfolio strategies and operational efficiency
• Ensure adherence to company policies, procedures, and client-specific requirements across all assigned functions
• Manage daily operational workflows to maintain balanced capacity, timely execution, and achievement of performance goals
• Analyze production and productivity reports to identify trends, risks, and opportunities for improvement
  
  Serve as the primary escalation point for complex files, aging cases, and customer concerns, ensuring timely resolution
• Conduct root cause analysis on operational defects, client escalations, and missed deadlines
• Conduct file reviews and quality assurance checks; document findings and implement corrective actions as needed
• Monitor client requests to identify recurring trends and develop effective solutions
• Deliver exceptional customer service by maintaining in-depth knowledge of client requirements and expectations
• Track, achieve, and sustain key performance indicators (KPIs)
• Identify and implement best practices to improve operational performance
• Maintain proficiency in company systems, terminology, and operational standards
• Prioritize tasks effectively while ensuring accuracy and compliance in all documentation
• Apply client-specific nuances and preferences across all applicable processes
• Punctual and regular attendance
• Perform other duties as assigned

None.

• High school diploma or equivalent required; bachelor’s degree in related field preferred
• Three plus (3+) years’ experience in collections, legal servicing, or financial services…