Inbound/Outbound Central Services Team Lead

Stenger and Stenger, P.C, is a prominent and professional law firm located in Grand Rapids, dedicated to providing the highest quality legal representation for national clients since its inception in 1994. Our firm specializes in retail consumer debt collections with an approach focused on providing the highest quality legal representation for clients while simultaneously treating consumers with compassion and respect to reach fair resolutions. We are seeking an Inbound/Outbound (Mailroom)Team Lead to assist and support the Firm by performing various administrative duties, including assisting in workflow processes/deadlines.

Primary Duties and Responsibilities:

• Knowledge or willingness to learn applicable federal, state, and local laws and regulations that are applicable for the jurisdiction in which the tasks are performed. (Multi-State Organization)
• Knowledge of the Firm’s policies and procedures.
• Knowledge of client standards
• Knowledge of the Firm’s personnel and appropriate departmental contacts
• Prompt response and execution of instruction from state attorney, direct manager, direct supervisor, secondary supervisor, Collections Manager, Client Relations Manager, Director of Compliance, Director of Operations, and/or President.
• Maintain and monitor workflow and assign tasks/work to team members to ensure work is completed timely and within designated SLA; Communicate any possible issues both effectively and timely with leadership.
• Review and work issues log to ensure issues are resolved timely.
• Maintain and develop professional working relationships with Firm personnel (particularly with varying departments and States).
• Assist in the maintenance of account files, copying, and organizing documents.
• Assist in handling documents and legal pleadings, in compliance with firm policies.
• Assist in mail opening, entry, and proper notation of subsequent actions.
• Assist in file maintenance by updating the case files with proper documentation.
• Maintain clerical duties such as fielding/making phone calls, corresponding with third parties, imaging documents upon intake/preparation, and execute outbound mailing procedures.
• Review drafted correspondences/pleadings, assemble documentation, and ensure quality.
• Assist in the training of new personnel as outlined in Firm policies, procedures, and training manuals.
• Notify leadership of concerns/priority case information as directed in the Firm’s policies and procedures.
• Assist in the maintenance of electronic filings and corresponding logs.
• Aid Central Services Supervisor in preparation and feedback regarding personnel reviews.
• Work directly with leadership to optimize efficiencies.
• Aid central services support staff in their primary duties and responsibilities in their absence or inability to perform
• Monitor and update special instructions for mailings with leadership oversight

Knowledge, Skills and Abilities:

• Excellent written and verbal communication skills
• Must type at least 50 WPM
• Familiarity with Microsoft Office applications (Outlook, Word and Excel), collection software, and other applications.
• Ability to be self-motivated, organized and hardworking.
• Desire to work with others in achieving Firm and client goals.

Other Work Requirements:

• Ability to lift and carry up to 25 lbs.
• Ability to stand or sit for long periods of time
• May be required to work evenings and/or weekends.

Why Stenger & Stenger:

Stenger & Stenger is celebrating over 30 years as one of the most enduring, successful firms in the collections field. We’re a firm committed to providing the highest quality legal representation for clients in 10 different states. We employ over 200 people in different positions such as Legal Assistants, Paralegals, Collectors, and Skip Tracers. Our careers offer unlimited opportunities to practice with a purpose with career advancement opportunities.

Stenger & Stenger is an equal opportunity employer. We strive to maintain a culture where all our people feel a sense of belonging, opportunity, and shared purpose. We are committed to recruiting a diverse workforce and supporting an equitable and inclusive environment that inspires people of all backgrounds to join, stay and thrive with our team.