Representative, Special Resolutions

Libra Solutions • Charlotte, NC

8d • Onsite

About The Position

Libra Solutions helps overcome the burdens created by slow-moving legal processes by combining technical innovation and financial strength to speed cumbersome workflows and ease financial barriers for customers. The company operates through its subsidiaries: Oasis Financial, a consumer legal funding provider; MoveDocs, a personal injury solutions platform; and Probate Advance, an inheritance funding provider. Libra Solutions has established relationships with over 40,000 attorneys and over 7,000 healthcare providers nationwide. The company is seeking a highly responsive and goal-oriented Representative to join its Special Resolutions Team. This role requires an energetic and driven professional who can positively impact both financial outcomes and customer experience. The Representative, Special Resolutions will assess complex cases and collaborate with law firms, medical providers, and insurance carriers to achieve mutually beneficial resolutions. The ideal candidate demonstrates strong decision-making skills and consistently delivers results aligned with targeted performance goals. This individual will serve as a subject matter expert in customer and partner experience, operational performance, negotiation, and collections strategies. They will also help implement performance improvement initiatives that support team and organizational objectives. In this role, the candidate will manage a dynamic portfolio of assigned cases, provide coverage for team members during absences, and deliver exceptional customer service while meeting established performance metrics.

Requirements

• High School diploma or GED required
• Minimum of 2 years of experience in an office or contact center environment
• Experience in Healthcare, Legal, Insurance, or Financial Services Industries, with specific experience in personal injury cases, including medical knowledge and claims law
• Strong ability to leverage technology and data-driven insights to support decision-making and process improvements
• Skilled in developing and executing win/win negotiation strategies, considering a broad range of factors
• Excellent verbal and written communication skills, with the ability to collaborate effectively with team members, attorneys, and medical providers
• Self-motivated, relationship-focused, and goal-oriented
• Adaptable to change, able to pivot between tasks and evolving processes efficiently
• Capable of working quickly and accurately under tight deadlines
• Able to operate effectively in a continuously evolving environment
• Must be able to work in-office in Charlotte, NC.

Nice To Haves

• Experience working with personal injury cases
• Strong negotiation skills
• Contract knowledge
• Forward-thinking, strategic approach to problem-solving
• Capable of navigating complex case dynamics to achieve effective resolutions

Responsibilities

• Manage a portfolio of customer cases
• Maintain communication with law firms, medical providers, and insurance carriers to manage medical billing inquiries and track case progress
• Negotiate case resolutions by adapting strategies to unique circumstances of each case while collaborating with law firms, medical providers, clients, and insurance carriers
• Meeting customer experience and financial performance targets
• Ensuring service levels and performance metrics (SLAs) are met
• Provide coverage for team members during absences

Benefits

• Competitive compensation
• Choice of multiple medical plans
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) with generous company match
• Flexible spending accounts for medical and dependent expenses
• Time off to recharge

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED