Case Management Analyst

Primeritus • Nashville, TN

8d • Hybrid

About The Position

Primeritus Financial Services is a national provider of repossession management, remarketing, titled, and skip tracing services to the automotive finance industry in the United States and Puerto Rico. Primeritus provides clients with value-added, outsourced repossession management, skip tracing investigations, and remarketing services by leveraging a national network of certified agents and unique investigative techniques to quickly and reliably secure customers’ collateral. Through effective leadership, service, and performance, Primeritus Financial Services offers the trifecta of repossession services: locate, recover, and remarket. The Post Recovery Case Management Analyst is an individual-contributor role providing agent-facing case management, fee approval, escalation authority, training support, client invoicing, and client-facing collections and works cases directly like a Case Management Associate (CMA) when needed. Building on that foundation, the Analyst also brings a more analytical, root-cause orientation to post-recovery operations: investigating recurring issues across case management, billing, and agent performance to their source; owning lender-facing conversations that require contract or pricing judgment; keeping client and agent profiles current and accurate; managing recurring reporting obligations; and partnering with our development team on technical solutions that reduce manual work across the team. This position is a hybrid role working from our Nashville, TN or Raleigh, NC office; w e're also open to fully remote candidates located in TX, CO, AZ, FL, OH, or VA.

Requirements

• Associate's or bachelor's degree preferred; equivalent professional experience considered.
• Prior experience in case management, collections, recovery operations, or a related operational role, including demonstrated experience in the Case Management Associate career progression.
• Demonstrated analytical ability, including root cause investigation and process improvement.
• Comfort discussing contract terms, pricing, and financially sensitive topics directly with lender clients.
• Working knowledge of case management and billing systems; comfort partnering with technical teams on tools and automation.
• Excellent written and verbal communication skills, with a professional, client-appropriate tone under pressure.
• Sound judgment on when to resolve an issue directly versus escalate to Account Management, Finance, Product, or leadership.
• Demonstrated ability to manage client-facing reporting obligations with accuracy and reliability.

Nice To Haves

• Reduction in repeat/recurring issues traced to root cause fixes.
• Accuracy and timeliness of contract, pricing, and profile updates.
• Timeliness and accuracy of recurring reporting obligations.
• Client feedback on lender-facing interactions.
• Contribution to automation/technical initiatives delivered with Product Enablement and Development.

Responsibilities

• Work cases directly, including agent-facing case management, documentation review, and fee approval, consistent with senior level CMA scope.
• Serve as an escalation point for agent issues that CMA I and CMA II associates are unable to resolve, including disputed fees and non-standard compliance questions; make final case-level decisions within delegated authority.
• Prepare and issue accurate lender invoices in accordance with each client's contractual SLA/SOW.
• Own direct client outreach on aged AR when needed, including negotiating payment/resolution plans and resolving billing concerns.
• Support onboarding and training of CMA I and CMA II associates, including client communication standards.
• Investigate recurring case management, billing, or performance issues to identify root cause rather than addressing symptoms.
• Translate findings into concrete process, training, or system recommendations and track their impact.
• Partner with team leadership to prioritize fixes by business impact.
• Hold professional, credible conversations with lender clients on matters requiring contract or pricing context.
• Serve as a knowledgeable point of contact when questions exceed standard case-level escalation.
• Represent the team accurately and professionally in client-facing discussions tied to contractual terms.
• Manage updates to client contracts and pricing schedules as terms change.
• Ensure client and agent profiles in daily case management operating systems remain current and accurate.
• Proactively flag discrepancies between contracted terms and system configuration before they cause billing errors.
• Own recurring internal and client-facing reporting obligations, ensuring accuracy and on-time delivery.
• Maintain data integrity across case management and billing systems to support audit readiness.
• Build or refine reporting views that give leadership better visibility into performance and risk.
• Partner with our development team on technical solutions and automation opportunities.
• Act as the operational subject-matter expert during scoping, testing, and rollout of new tools or workflow changes.
• Identify manual, error-prone steps in current workflows that are candidates for automation.

Benefits

• Primeritus an Equal Opportunity employer and all qualified applicants will receive consideration to employment without regard to race, color, religion, gender, pregnancy, sexual orientation, national origin, age, or protected veteran or disability status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree