VP, Client Services

Build meaningful client partnerships, influence portfolio performance, and work with a team that values collaboration, accountability, and work-life balance. TRAKAmerica is a national outsourcing provider managing over $18 billion in assets for its clients. We are seeking an experienced Vice President of Client Services to lead key client relationships, strengthen portfolio performance, and serve as a strategic partner to both our clients and internal teams. This position can be based out of our Bonita Springs, FL or Richmond, VA office and is a hybrid role . This position is classified as exempt under the FLSA. This position is eligible for an annual performance based bonus. Why This Role Is a Great Opportunity: This is a highly visible role for someone who enjoys owning client relationships and having a direct impact on results. You'll work across the organization, influence how client needs are translated into action, solve meaningful business challenges, and help shape the service experience for key accounts. The role offers a strong mix of strategic relationship management and hands-on problem solving, with the autonomy to take ownership while partnering closely with experienced internal teams and leadership. Position Summary: As a senior member of the Client Services team, the Vice President of Client Services will own and strengthen key client relationships while ensuring client expectations, performance standards, service commitments, and strategic objectives are consistently met. This role serves as the primary point of accountability between the client, internal teams, and attorney network, translating client priorities into clear action while driving portfolio performance, inventory strategies, and long-term client success. The Vice President will lead and develop Client Services leaders, partner closely with clients, attorney firms, and Performance Management to address performance or compliance concerns, and ensure accurate reporting, effective inventory management, and consistent execution across assigned portfolios. Essential Functions & Responsibilities: Serve as the internal client expert and relationship owner for assigned client relationship(s), developing a strong understanding of client goals, requirements, priorities, and expectations. Build and maintain trusted client relationships through proactive communication, responsiveness, follow-through, and effective issue resolution. Lead and develop Directors, Managers, and Client Services team members, fostering a culture of accountability, collaboration, continuous improvement, and client advocacy. Provide timely responses to inquiries and requests for information from clients, internal partners, executive leadership, and the supplier network. Lead client-specific projects and strategic initiatives, coordinating cross-functional resources and providing clear updates on progress, risks, and open items. Translate and communicate client requirements, expectations, and process changes to internal teams and the external attorney network. Monitor portfolio, attorney network, inventory, service, compliance, and financial performance; identify trends, risks, and areas requiring additional attention. Maintain overall accountability for internal inventory management strategies and inventory-related client commitments across assigned portfolios. Ensure the accuracy, integrity, and timeliness of client reporting, business reviews, forecasting, and performance communications. Partner with attorney firms, TRAK Performance Managers, and clients to develop and follow through on action plans addressing performance, service, inventory, or compliance deficiencies. Lead senior-level escalations and critical client matters requiring cross-functional coordination or senior leadership involvement. Identify opportunities to improve client performance, strengthen partnerships, expand business opportunities, and enhance operational effectiveness. 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.Ability to travel, as 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. Proven ability to build and maintain productive, trusted relationships with clients, internal partners, and external suppliers. Strong business judgment, critical thinking, problem assessment, and problem-solving skills. Excellent verbal, written, presentation, and interpersonal communication skills. Strong commitment to responsiveness, quality, accountability, and meeting client expectations. Ability to understand complex client requirements, data, processes, and performance expectations and translate them into action. Ability to identify risks and issues early, facilitate resolution, and appropriately elevate when needed. Demonstrated initiative, ownership, and ability to work independently while collaborating effectively across teams. Strong prioritization, organization, and follow-through in a fast-paced, client-focused environment. Ability to manage multiple clients, priorities, projects, and deadlines simultaneously. Ability to adapt positively and productively to changing client needs, priorities, and business requirements. Ability to handle other essential tasks as assigned. Strong leadership, influence, negotiation, and relationship-management skills. Strong computer skills, including Microsoft Excel, Outlook, Word, and PowerPoint. Ability to travel up to 10% as business and client needs require. Required Qualifications: Bachelor's degree in a related field or equivalent combination of education and relevant business experience. Prior experience in the debt collection industry with a law firm, collection agency, debt buyer, creditor, or legal network supplier in a client service, operations, or relationship-management capacity strongly preferred. TRAKAmerica is an Equal Opportunity Employer. Our companyoffers 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). #J-18808-Ljbffr TRAKAmerica