Director, Special Resolutions

Libra Solutions•Charlotte, NC

2d•Onsite

About The Position

Libra Solutions helps simplify and ease the burden of legal processes for plaintiffs, heirs, and the attorneys and doctors who serve them. By combining financial strength with technology-driven innovation, we simplify difficult legal processes, reduce delays, and help people access both money and the care they need, when they need it most. Our companies are leaders in their industries! MoveDocs streamlines the coordination of medical, financial, and professional services for personal injury cases—improving efficiency for attorneys, care providers, and their clients. Oasis Financial is the largest and most recognized plaintiff funding brand in the nation, having helped 400,000+ plaintiffs access more than $2 billion in funding while their personal injury cases progress. And through Probate Advance, we enable heirs to access their inheritance without waiting through the lengthy probate process. Together, under the Libra Solutions banner, we support a nationwide network of more than 45,000 attorneys and 10,000 healthcare providers – creating a powerful platform to deliver faster, more seamless outcomes for 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 Special Resolutions Servicing team. This role leads a team responsible for a variety of specialized functions, including negotiating and collecting settlements, providing payoffs and balance requests, insurance management, 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 team includes representatives located in our Las Vegas, Denver and/or Carolina offices and may require periodic travel. 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. This position is based in our Charlotte, NC office.

Requirements

College degree, required
5+ years of work experience in an office type environment or contact center environment.
5 years of management experience
Experience in Healthcare, Legal, Insurance, or Financial Services Industries required – specific experience in personal injury, with applicable medical knowledge and claims law.
Ability to understand and integrate technology and data-driven decision-making into 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 and mentor 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, medical providers and senior corporate leadership.
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.

Responsibilities

Mentor and develop a team of servicing representatives and supervisors, ensuring that company goals and initiatives are met with integrity.
Monitor the goals, standards, objectives, policies, and procedures related to all Special Resolutions actions and be accountable for the efficacy of those items.
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 senior leadership regarding collections, problematic accounts, or significant deviations from processes that could hinder the ability to meet budget.
Conduct regular one-on-one meetings with direct reports, performance coaching, and ongoing training for team members.
Foster a collaborative team environment through transparent communication and support.