The Operations Support Specialist will be critical in developing, maintaining, and supporting the growth of strong, profitable, and mutually beneficial relationships between CAM and its collection vendor partners and sellers. This role will support the Director, Agency Collection Vendor Management and the Relationship Managers in managing the relationships with CAM’s collection vendors and sellers by assisting with and managing internal operations processes. We are seeking a curious, adaptable, and solutions-oriented professional who is energized by challenges and motivated to think beyond traditional approaches. The ideal candidate will bring a mindset of continuous improvement, open-mindedness, and innovation, actively contributing new ideas that enhance processes, improve partner experiences, and drive operational excellence.
Key Responsibilities:
- Assist with managing internal operations processes.
- Monitor and manage the collection vendors’ adherence to CAM’s operations procedural requirements.
- Monitor and manage the sellers’ adherence to CAM’s SLAs outlined in their Purchase and Sale Agreements.
- Operate within established compliance obligations, including completion of required training.
- Remain current on potential legislative activity affecting collection guidelines and strategies, sharing essential information with the team.
- Develop a comprehensive knowledge of CAM’s products and solutions, business practices, and capabilities. Serve as an advocate, educator, and trusted advisor who will partner with our collection vendors, and sellers to deliver quality solutions to their business needs and resolve any challenges that may arise.
- Understand the data exchange processes and data collected by CAM and its various collection vendors and sellers.
- Quickly establish rapport to build trust and loyalty with potential or current collection vendors and sellers to increase engagement and adoption of CAM’s products and solutions substantially.
- Delivers exceptional partnership experience by acting with a service-first attitude.
- Demonstrate ability to make personal connections, engage and educate our collection vendors, ask open-ended questions, listen to, and establish trust to build lasting relationships.
- Operates within established compliance obligations, including completion of required training.
- Engage and partner with team members and other parts of the business to offer the most appropriate support or business knowledge.
- Review and provide solutions for incoming account-level inquiries from our collection vendors.
- Review reduced settlement authority offers from collection vendors to determine the need for special consideration and be familiar with factors that influence accepting less than the original settlement authority.
- Provide client account management and support with the creation and delivery of reporting from our system of record.
- Process reports from clients to update our system of record.
- Collaborate on special projects as assigned to the team.
- Engage with sellers on post-acquisition inquiries.
- Other duties as assigned.
QUALIFICATIONS:
- Proven experience and competency while acting in a liaison capacity.
- Ability to work independently with limited supervision.
- Ability to maintain confidentiality and discretion.
- Excellent written and verbal communication skills.
- Experience in a financial or legal environment.
- Advanced computer skills and proficiency in Microsoft Excel, Word, PowerPoint, Power BI, and Outlook
- Professional, thorough, and organized, with strong follow-up skills.
- A high degree of integrity and accountability.
- Flexibility in handling new assignments and willingness to help teammates.
- Minimum 1 year experience in the debt collections industry and/or the debt purchasing industry
PERFORMANCE STANDARDS:
- Must illustrate proficiency in understanding the debt collection industry (legal and non-legal) and the debt purchasing industry.
- Must illustrate the ability to manage support-level inquiries in a timely manner and the ability to follow escalation protocol.
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- debt buying, debt collection or legal collections: 1 year (Preferred)
Work Location: Remote
