Legal Claims Manager - Hybrid Role

Job Description

Job Description

TRAKAmerica is a national accounts receivable management and outsourcing provider for many of the largest banks and debt buying entities in the country. We currently have an immediate opening for a Legal Claims Department Manager that will join our existing team which manages the processes associated with reporting and investigating counterclaims, other lawsuits, regulatory inquiries, motions for fees or sanctions and various support operations. This position will fill a role critical to our continued growth in Bonita Springs, Florida. This position is classified as exempt under the FLSA and will not earn overtime for any hours worked in excess of 40 hours in a given work week.

 

POSITION SUMMARY:

This role functions as a critical intersection point between the company’s nationwide network of law firms and collection agencies, internal operational and compliance teams, and external clients. The position has primary responsibility for overseeing and aligning multiple Paralegal teams, ensuring consistent execution of department priorities, client requirements, and company initiatives.

 

The Legal Claims Manager is responsible for the management of the end‐to‐end lifecycle of inbound legal claims for assigned clients, including oversight of intake, investigation, remediation, escalation and resolution conducted through centralized electronic mailboxes and automated workflow systems. The Manager will ensure that claims are handled accurately, timely and in accordance with contractual obligations, service level agreements (SLAs), regulatory requirements and client‐specific process guides.

This is an exempt position requiring flexibility to accommodate business needs. Occasional work outside of standard business hours may be necessary to address complex claims, urgent escalations, time-sensitive deadlines or meetings conducted across multiple U.S. time zones. The role requires non-manual work directly related to the Company’s primary business operations and involves significant legal and operational analysis, the exercise of independent judgment and discretion and supervisory responsibility.

 

Key Responsibilities

• Interact directly with clients during handling of assigned claims, resolution of substantive escalations, department‐specific standing calls, and on‐site visits as a Legal Claims subject‐matter expert.
• Oversee and align the work of Paralegal teams supporting both original creditor and debt‐buyer clients, ensuring consistency with departmental goals, initiatives, and unified handling standards.
• Serve as the initial escalation point for sensitive situations, external dissatisfaction, or substantive claim disputes, including escalated case reviews where a client challenges responses, findings, or supplier performance.
• Identify claims, trends, audit findings, and performance metrics that indicate systemic risks, process breakdowns, regulatory concerns, or operational deficiencies requiring broader investigation, remediation, corrective action, or escalation.
• Own process design, rollout, and refinement related to intake workflows, investigation protocols, escalation frameworks, and resolution strategies, including automation and optimization initiatives.
• Develop and execute training strategies related to allegation investigation, root-cause analysis, claim resolution, risk identification, escalation decision-making, and ongoing supplier-facing process education and remediation efforts.
• Provide leadership on long‐term development initiatives, ensuring cross‐team consistency, skill advancement, and efficiency while maintaining unified department standards.
• Prepare and deliver concise, well‐reasoned summaries and recommendations for leadership, clients, or regulators when matters require escalation, strategic direction, or resource allocation.

 

JOB COMPETENCIES:

• Ability to collect and analyze relevant data, legal documents and prior cases to provide summaries and analysis
• Prior experience managing tasks in a process-oriented environment
• Ability to develop a strong understanding of client-defined processes and data flow requirements
• Exceptional attention to detail, problem assessment, sound judgment, problem-solving and critical thinking skills
• Developed organizational skills and ability to multi-task
• Ability to recognize urgent matters and escalate when necessary
• Excellent verbal and written communication skills
• Demonstrated intellectual curiosity
• Strong interpersonal, organizational, planning and decision-making skills
• Strong computer skills using Windows 11, Microsoft Office 365, Excel, Outlook and Word. PowerPoint skills are a plus.

 

QUALIFICATIONS REQUIRED:

Associate’s degree, paralegal certificate or equivalent legal experience.

• Substantial experience in litigation support or legal operations management with a strong understanding of legal process, terminology and regulatory timelines.
• Demonstrated experience overseeing groups, managing escalations and operating within a process‐driven, client‐facing environment.

 

Other Preferred Skills/Experience:

• • Collection industry or recovery management experience

 

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.

 

• Work environment: The noise level in the work environment is usually moderate.

\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.

Company 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.