Client Services Support Specialist - Hybrid Role /Sign-on Bonus

Published: 6/14/2022

Job Description

At TRAKAmerica, we're more than a leading national accounts receivable management and outsourcing provider—we're a team committed to delivering exceptional service, building lasting client partnerships, and creating opportunities for our employees to grow and succeed. We proudly partner with many of the nation's largest banks and debt purchasing organizations, and our continued growth is a direct result of the talented people who make up our team.

As we continue to expand, we're looking for a Client Services Support Specialist to join our Bonita Springs, Florida office. This is an exciting opportunity to play a key role in supporting our clients, collaborating with a dedicated team, and contributing to the continued success of a growing organization that values professionalism, innovation, and employee development.

Why You'll Love This Opportunity – In this role you'll build strong client relationships, solve complex challenges, and collaborate across teams to deliver exceptional service. You'll have the opportunity to take ownership of meaningful work, develop your analytical and problem-solving skills, and grow your career in a fast-paced, supportive environment where your contributions make a difference.

POSITION SUMMARY:

This position is responsible for collaborating with TRAKAmerica departments, clients, and suppliers to provide accurate and timely responses to client requests, reporting needs, and deliverables. This position supports the success of TRAKAmerica's relationships with assigned clients by ensuring a high level of customer service, responsiveness, reporting accuracy, and follow-through. This role serves as the primary day-to-day contact for assigned clients and is the subject matter expert for processes and procedures related to those client relationships. In addition, this role provides daily call center coverage (approximately 1–2 hours) to support operational needs while balancing core client services and analyst responsibilities. This position is classified as non-exempt under the Fair Labor Standards Act (FLSA) and is eligible to earn overtime pay for all hours worked in excess of 40 hours in a given workweek.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

Oversees the client’s daily deliverable and reporting schedules and processes; updates them regularly to ensure they are accurately maintained and effectively managed.
Acts as the client’s primary point of contact for all day-to-day and account-level inquiries.
Ensures the accuracy of documentation and reporting submitted to clients.
Seeks clarification or additional information from clients as needed to document internal processes, supplier work standards, and client expectations.
Analyzes client reports, exception reporting, and account-level information to identify issues, trends, or follow-up needs.
Communicates process and system changes and issues to all levels; continues to track and stay involved until changes are implemented and issues are resolved.
Acts as a liaison with IT, Finance, Audit, Media, Affidavits, Performance Management and/or other internal departments to accomplish client goals.
Communicates directly with attorney and agency suppliers to resolve account-level issues.
Escalates to Management any complaints, concerns, or observations that may impact the client relationship.
Manages special projects related to client initiatives as assigned by client or management.
Performs periodic reviews of client inventory to ensure workflows and established processes are meeting client objectives.
Manages exception reporting generated by automated processes to ensure exceptions are cleared on a timely and consistent basis.
Processes below-authority settlement requests from suppliers, submits the requests to the client, and documents the results.
Processes reopen requests from suppliers, submits the requests to the client, and documents the results.
Provides approximately 1–2 hours of daily call center coverage to ensure consistent client support while effectively balancing operational demands and core analyst responsibilities.
Other duties as assigned by Management.

JOB COMPETENCIES:

Strong computer skills using Microsoft Outlook and Excel; understanding pivot tables and VLOOKUP.
Ability to analyze and interpret client reports and ensure accuracy while meeting all deadlines.
Demonstrates the ability to effectively multitask while maintaining a high level of accuracy and attention to detail
Strong organizational, self-management, and follow-up skills.
Ability to solve problems, escalate as needed, and meet established deadlines.
Ability to identify, solve, and take ownership of issues.
Ability to prioritize and manage multiple tasks in a fast-paced team environment.
Excellent written and verbal communication skills.
Ability to interact professionally with clients, suppliers, and internal departments and support high levels of performance.
Strong customer service skills and professional demeanor.
Demonstrated ability to be a good listener and respond effectively to phone and email inquiries.
Ability to understand concepts that affect the legal recoveries business, including federal, state, and local rules and regulations.

PHYSICAL DEMANDS & WORK ENVIRONMENT: The physical demands and work environment characteristics described here and representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. A physical presence in the workplace is required to perform the role. The ability to travel if required.
Work environment: This position is typically performed in a professional office environment. The noise level is generally moderate. The role may involve frequent interaction with others in person, via telephone, and through electronic communication. The work environment may include the use of standard office equipment and technology.

QUALIFICATIONS REQUIRED:

Associate's degree is preferred; equivalent combination of education and relevant work experience will be considered.
Minimum of 2 years of experience in client services, account coordination, administrative support, operations, reporting, or a similar business environment.
Experience working in a fast-paced, process-oriented environment with multiple priorities and deadlines.

Other preferred Skills/Abilities/Experience:

Experience in the accounts receivable management, financial services, legal, or collections industry preferred.
Knowledge of debt collection laws, regulations, and industry practices is a plus.
Experience working with client reporting, exception reporting, or workflow management systems preferred.

TRAKAmerica is an Equal Opportunity Employer. Our company offers a competitive, experience-based salary; a comprehensive benefits package that includes paid holidays, paid time off, health insurance, and 401k plan; and a performance-based bonus structure. Any offer of employment conveyed by TRAKAmerica is conditional upon the successful completion of the company’s lawful pre-employment checks/screens including but not limited to criminal background check, credit check, and drug testing (to the extent permitted and in accordance with applicable law).

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

\nCompany Description

TRAKAmerica is a leading accounts receivable management and recovery solutions company specializing in legal collections, compliance oversight, and advanced data analytics for financial institutions nationwide. Headquartered in Bonita Springs, the company partners with banks, debt buyers, government agencies, auto finance companies, and education lenders to optimize portfolio recovery performance through proprietary technology, analytics, and a nationwide legal network. Known for its compliance-driven approach and innovative FASTRAK® modeling system, TRAKAmerica delivers customized recovery strategies that maximize client results while maintaining strong regulatory standards.