Case Management Team Manager

Primeritus•Nashville, NC

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 Case Management Team Manager leads a team of Case Management Associates responsible for the accurate, timely processing of repossession and post-recovery cases from assignment through invoicing. This role owns team performance and case queue health across core workflows — including transport, keys, storage, redemption, and lender invoicing — and ensures cases move through IBEAM in compliance with client SLAs. The Team Manager is accountable for staffing, coaching, and performance management within the team, and serves as the point of escalation for complex cases, agent-facing issues, and cross-functional coordination with Account Management and Operations leadership.

Requirements

3+ years of experience in case management, repossession/recovery operations, or a related operations role within the auto finance, lending, or recovery industry.
1+ years of experience directly supervising a team, with demonstrated ability to manage performance, coach for improvement, and hold team members accountable.
Working knowledge of repossession industry systems and workflows (e.g., IBEAM, RDN, Recovery Connect) strongly preferred.
Strong understanding of lender/client SLA requirements and the operational and financial impact of missed deadlines (e.g., invoicing delays, cost absorption, client relationship risk).
Excellent written and verbal communication skills, with the ability to manage sensitive client and agent-facing situations professionally.
Demonstrated ability to identify and resolve process breakdowns before they escalate.
Proficiency with Microsoft Excel and case management/CRM platforms.

Nice To Haves

Experience managing multi-channel communication workflows (notes, email, phone) in a high-volume case environment.
Prior experience partnering cross-functionally with Account Management or client-facing teams on performance issues.
Experience with staffing/capacity analysis and headcount planning.

Responsibilities

Manage day-to-day operations of the Case Management team, including workload distribution, queue monitoring, and coverage planning to ensure all case statuses (transport, keys, storage, redemption) are actively worked within SLA.
Directly supervise Case Management Associates (CMA I–III), including hiring, onboarding, training, coaching, and performance evaluation.
Monitor IBEAM case queues proactively to identify aging, stalled, or at-risk cases before they become SLA breaches or client escalations, and hold team members accountable for queue ownership.
Serve as the escalation point for complex or sensitive cases, including coordination with recovery agents, auctions, lenders, and internal Account Management on client-facing issues.
Ensure consistent, well-documented communication practices across IBEAM notes, email, and phone — balancing documentation requirements with the practical need for real-time coordination with agents and auctions.
Partner with Account Management and Finance/Operations leadership on client performance reviews, scorecards, and remediation plans tied to case management execution.
Track and report on team-level KPIs (case aging, SLA compliance, invoicing accuracy and timeliness, queue backlog) and escalate systemic issues or resourcing gaps to leadership.
Identify and implement process improvements to reduce case handling time, prevent revenue leakage (e.g., unbilled or unclosed cases), and improve consistency across the team.
Support capacity planning and staffing recommendations based on case volume trends and team performance data.
Uphold accountability standards across the team, including addressing performance gaps directly and consistently.