Customer Service Rep

Portfolio Performance Owner

We are seeking an analytical and detail-oriented Portfolio Performance Owner to oversee operational collection and litigation workflows, ensure compliance with client and company standards, and drive performance across assigned portfolios.

Essential Duties and Responsibilities

• Establish and refine processes and measurements, managing daily workflow and quality
• Ensure legal documentation and supporting records are accurate, complete, and compliant prior to legal action
• Monitor client performance metrics including service performance and aging inventory
• Ensure accounts are worked according to client servicing level agreements (SLAs)
• Collaborate cross-functionally with management, production support teams and Contractor Management to improve portfolio outcomes
• Analyze service outcomes and trends to improve portfolio strategies and operational efficiency
• Ensure adherence to company policies, procedures, and client-specific requirements across all assigned functions
• Manage daily operational workflows to maintain balanced capacity, timely execution, and achievement of performance goals
• Analyze production and productivity reports to identify trends, risks, and opportunities for improvement
• Serve as the primary escalation point for complex files, aging cases, and customer concerns, ensuring timely resolution
• Conduct root cause analysis on operational defects, client escalations, and missed deadlines
• Conduct file reviews and quality assurance checks; document findings and implement corrective actions as needed
• Monitor client requests to identify recurring trends and develop effective solutions
• Deliver exceptional customer service by maintaining in-depth knowledge of client requirements and expectations
• Track, achieve, and sustain key performance indicators (KPIs)
• Identify and implement best practices to improve operational performance
• Maintain proficiency in company systems, terminology, and operational standards
• Prioritize tasks effectively while ensuring accuracy and compliance in all documentation
• Apply client-specific nuances and preferences across all applicable processes
• Punctual and regular attendance
• Perform other duties as assigned

Minimum Qualifications

• High school diploma or equivalent required; bachelor's degree in related field preferred
• Three plus (3+) years' experience in collections, legal servicing, or financial services operations
• Knowledge of Rules of Civil Procedure for IL and WI
• Proven ability to manage multiple priorities and maintain strong organizational skills
• Proficiency in Microsoft Office applications
• Strong written and verbal communication skills

Travel Requirement

None.

Work Environment

Professional office work environment. Work Hours 9AM - 6PM.

Physical Demand

Occasionally lift and/or move up to 40 pounds. Occasionally required to sit for long hours, walk, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.