Supervisor, Special Resolutions

When life gets hard, we make it easier! Libra Solutions helps overcome the burdens created by slow-moving legal processes. Combining technical innovation and financial strength, we help speed cumbersome workflows and ease financial barriers for our customers. And our companies are leaders in their industries! Oasis Financial is the largest and most recognized national brand in consumer legal funding. Oasis helps consumers awaiting legal settlements to move forward with their lives. MoveDocs is a personal injury solutions platform that integrates and streamlines medical, financial, and professional services for personal injury cases. Our mission is to improve outcomes for plaintiffs, accelerate settlements for attorneys, and ensure timely payment for providers. We are proud of our mission and passionate about applying technology to the challenge of making healthcare more accessible. We also are the leading inheritance funding provider through Probate Advance, helping heirs access their inheritance immediately, without the lengthy process of probate.

Together, under the Libra Solutions banner, we have relationships with over 40,000 attorneys and over 7,000 healthcare providers nationwide, which gives us an amazing platform to service our customers.

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 Members 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 escalate 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.

Requirements

• 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.

Benefits

Libra Solutions offers competitive compensation (salary and bonus eligibility), and benefits that include health, dental and vision plans, 401(k), flexible spending account and paid time off.