Summary

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.

Essential Duties and Responsibilities

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

Supervisory Duties

None.

Minimum Qualifications

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 operations
Knowledge of Rules of Civil Procedure for IL and WI
Proven ability to manage multiple priorities and maintain strong organizational skills
Proficiency in Microsoft Office applications
Strong written and verbal communication skills

Travel Requirement

None.

Work Environment

Professional office work environment. Occasionally required to sit for long hours, walk, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk and hear.

Physical Demand

Occasionally lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

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