Senior Legal Assistant

Role Overview

• Supervise and manage a team of servicing representatives, including daily workflow oversight and task prioritization.
• Maximize positive customer outcomes while delivering identified customer experience and financial performance targets.
• Ensure delivery of targeted performance metrics and SLAs.
• Monitor account aging, statusing and collection progress, and key performance metrics; address issues and escalate complex scenarios as needed.
• Collaborate with internal partners including Revenue, Finance, Legal, Accounting, and Operations teams.
• Support hiring, onboarding, and continuous improvement initiatives within the team and systems.
• Provide reporting, insights, and recommendations to the Director, Servicing.
• Conduct regular one-on-one meetings, performance coaching, and ongoing training for team members.
• Approve employee timecards and manage attendance and scheduling.

Requirements

• 5+ years of work experience in an office type environment or contact center environment.
• Experience in Healthcare, Legal, Insurance, or Financial Services Industries – specific experience in personal injury, with applicable medical knowledge and claims law.
• Ability to understand and integrate technology and data-driven decision-making into the servicing processes.
• Ability to consider and integrate a broad range of factors to develop and execute a win/win collection strategy.
• Excellent communication skills, both verbal and written and the ability to collaborate with 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 and medical providers.
• 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.
• Bachelor's Degree preferred.
• Must be able to work in-office in Charlotte, NC.

Benefits

We believe taking great care of our customers starts with taking great care of our people. That’s why we offer competitive compensation and a comprehensive benefits package, including a choice of multiple medical plans, dental, vision, and life insurance, a 401(k) with generous company match, flexible spending accounts for medical and dependent expenses, and time off to recharge.