Operations Support Specialist

JOB TITLE: Operations Support Specialist

CLASSIFICATION: NON EXEMPT

REPORT TO: Director, Service Management

GENERAL SUMMARY: The Operations Support Specialist will be critical in developing, maintaining, and supporting the growth of strong, profitable, and mutually beneficial relationships between our client and its legal and agency network partners and sellers. This role will support the Senior Vice President of Operations and the Relationship Managers in managing the relationships with our law firms, agencies, and sellers by assisting with and managing internal operations processes.

DUTIES AND RESPONSIBILITIES (will include but are not limited to):

• Assist with managing internal operations processes.
• Monitor and manage the law firms' and agencies' adherence to company's operations procedural requirements.
• Operate within established compliance obligations, including completion of required training.
• Remain current on potential legislative activity affecting collection guidelines and strategies, sharing essential information with the team.
• Develop a comprehensive knowledge of company's products and solutions, business practices, and capabilities. Serve as an advocate, educator, and trusted advisor who will partner with our law firms, agencies, and sellers to deliver quality solutions to their business needs and resolve any challenges that may arise.
• Understand the data exchange processes and data collected by the company and its various law firms, agencies, and sellers.
• Quickly establish rapport to build trust and loyalty with potential or current law firms, agencies, and sellers to increase engagement and adoption of the company's products and solutions substantially.
• Delivers exceptional partnership experience by acting with a service-first attitude.
• Demonstrate ability to make personal connections, engage and educate our law firms and agencies, ask open-ended questions, listen to, and establish trust to build lasting relationships.
• Operates within established compliance obligations, including completion of required training.
• Extract, compile, and distribute performance goals and scorecard data monthly.
• Engage and partner with team members and other parts of the business to offer the most appropriate support or business knowledge.
• Utilize Power BI and Quick Sight for extraction and delivery of internal and external reporting.
• Review and provide solutions for incoming account-level inquiries from our law firms and agencies.
• Review reduced settlement authority offers from law firms and agencies to determine the need for special consideration and be familiar with factors that influence accepting less than the original settlement authority.
• Provide client account management and support with the creation and delivery of reporting from our system of record.
• Process reports from clients to update our system of record.
• Collaborate on special projects as assigned to the team.
• Engage with sellers on post-acquisition inquiries.
• Maintain task work instructions to ensure they are up to date and participate in the team review of these documents.
• Other duties as assigned such as Score card data tracking, Non-Payer Reports, Below Blanket SIF Aggregate Reports, Liquidation Reports, Settlement Logs, Weekly Projections, Midland Reporting and scheduled daily/weekly/monthly file updates.

QUALIFICATION AND EXPERIENCE:

• Proven experience and competency while acting in a liaison capacity.
• Ability to work independently with limited supervision.
• Ability to maintain confidentiality and discretion.
• Excellent written and verbal communication skills.
• Experience in a financial or legal environment.
• Advanced computer skills and proficiency in Microsoft Excel, Word, PowerPoint, Power BI, and Outlook
• Professional, thorough, and organized, with strong follow-up skills.
• A high degree of integrity and accountability.
Flexibility in handling new assignments and willingness to help teammates.

PERFORMANCE STANDARDS:

• Must illustrate proficiency in understanding the debt collection industry (legal and non-legal) and the debt purchasing industry.
• Must illustrate the ability to manage support-level inquiries in a timely manner and the ability to follow escalation protocol.
• Must exhibit positive communication and organizational skills

D & A Services is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or genetic information.