Client Services Manager -Hybrid Role & Sign on Bonus

Job Description

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.

We are looking for a Client Services Manager to join our team in Bonita Springs, Florida. This is a hands-on role for someone who enjoys working with clients, supporting and guiding employees, solving problems, and keeping day-to-day operations running smoothly.  This role is classified as exempt under the FLSA and will not earn overtime for any hours worked more than 40 hours in each work week. This position is eligible for an annual performance-based bonus.

You'll serve as an important point of contact for assigned clients while helping oversee members of our Client Services team and our Call Center staff. You'll work closely with internal departments and our supplier network to make sure client requests, reporting requirements, service expectations, and day-to-day needs are handled accurately and on time.

This role is a good fit for someone who enjoys variety and is ready to take the next step in their career by combining client service, team supervision, and operational responsibility.

Why This Role Is a Great Opportunity

·  Build your management experience. You'll have the opportunity to guide employees, manage day-to-day priorities, and help your team succeed.

·  Work directly with clients. You'll become a trusted point of contact and gain a strong understanding of client needs and expectations.

·  Get exposure to different parts of the business. You'll work with Client Services, the Call Center, internal departments, and our external supplier network.

·  Make a difference in how work gets done. You'll help identify issues, improve processes, and keep client deliverables on track.

·  No two days are exactly the same. The role offers a mix of client interaction, employee supervision, reporting, problem-solving, and daily operational responsibilities.

Essential Functions & Responsibilities

Client Service & Account Support

·  Serve as a key point of contact for assigned client relationships.

·  Develop a strong understanding of client requirements, expectations, and processes.

·  Represent the voice of the client when communicating client needs internally and with our supplier network.

·  Communicate client requirements and process changes to internal teams and external suppliers.

·  Track client-requested process changes through completion.

·  Respond to account-level questions and requests for information from clients, internal teams, and suppliers.

·  Oversee the timely and accurate completion of client reports, deliverables, and requests for information.

·  Monitor key client service levels and requirements to help ensure expectations are met.

·  Review client inventory and workflows to identify issues and ensure established processes are being followed.

·  Review data received from attorney firms and suppliers for accuracy and completeness.

Team & Call Center Supervision

·  Provide day-to-day supervision and support to assigned Client Services employees and Call Center staff.

·  Help organize daily priorities and ensure employees understand their responsibilities and deadlines.

·  Monitor employee performance, productivity, quality, attendance, and adherence to established procedures.

·  Provide regular coaching, feedback, and guidance to employees.

·  Address day-to-day employee and workflow issues as they arise.

·  Monitor Call Center activity and service levels to help ensure calls are handled timely, professionally, and in accordance with established expectations.

·  Help ensure appropriate Call Center coverage and workflow throughout the day.

·  Assist with training and onboarding new team members.

·  Promote teamwork, accountability, and good communication within the department.

Process & Operational Support

·  Help identify opportunities to improve Client Services and Call Center processes.

·  Develop, document, and maintain departmental procedures and work instructions.

·  Follow up on operational or client issues through resolution.

·  Work with other departments to resolve questions and issues affecting clients.

·  Help ensure established processes are consistently followed.

·  Perform other responsibilities and projects as assigned.

Offshore Vendor Management – Knova One

· Provide day-to-day oversight of the offshore vendor team supporting Client Services, including workflow, productivity, quality, and timeliness.

·Train and guide vendor team members on client requirements, procedures, process changes, and established workflows.

· Conduct regular performance check-ins, providing feedback and addressing recurring issues or performance gaps.

· Serve as the primary liaison between Knova One and Client Services, resolving operational issues and identifying opportunities to improve efficiency and consistency.

Essential Functions & ADA

The responsibilities identified as essential functions represent the primary duties of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job, consistent with applicable law.

Physical Demands & Work Environment: This position primarily involves sedentary office work and requires the ability to communicate effectively, use a computer and other standard office equipment, and remain in a stationary position for extended periods. The employee may occasionally be required to stand, walk, reach, or move about the office. The work environment is generally consistent with a professional office setting.

What Will Help You Succeed

We're looking for someone who enjoys working with both people and clients and is comfortable managing several priorities at once.

·  Strong customer service and relationship-building skills.

·  The ability to guide employees and provide clear direction and feedback.

·  Excellent verbal and written communication skills.

·  Strong organizational and follow-up skills.

·  Good judgment and problem-solving abilities.

·  Strong attention to detail.

·  The ability to manage multiple priorities and deadlines.

·  A willingness to take initiative and follow issues through to completion.

·  The ability to adapt when priorities or client needs change.

·  Strong Microsoft Office skills, including Word, Excel, PowerPoint, and Outlook.

Qualifications

Required

·  Bachelor's degree or, in place of a degree, five or more years of relevant experience.

·  Experience in a client service, operations, Call Center, or similar business environment.

·  Previous experience supervising, leading, or providing day-to-day direction to employees.

Preferred

·  Two or more years of experience in client services, operations, Call Center supervision, or a related role.

·  Experience within the debt collection industry, including a law firm, collection agency, debt buyer, creditor, or legal network supplier.

What TRAKAmerica Offers

TRAKAmerica offers a competitive, experience-based salary along with a comprehensive benefits package that includes paid holidays, paid time off, health insurance, a 401(k) plan, and a performance-based bonus opportunity .

TRAKAmerica is an Equal Opportunity Employer.

Any offer of employment is conditional upon successful completion of the company's lawful pre-employment screening requirements, which may include a criminal background check, credit check, and drug testing, to the extent permitted by applicable law.

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.