Note: The job is a remote job and is open to candidates in USA. Primeritus Financial Services provides repossession management and related services to the automotive finance industry. The Post Recovery Case Management Analyst manages cases, escalations, invoicing, collections, client and agent records, reporting, root-cause investigations, and process and automation improvements.
Responsibilities
- Work cases directly, including agent-facing case management, documentation review, and fee approval, consistent with senior level CMA scope
- Serve as an escalation point for agent issues that CMA I and CMA II associates are unable to resolve, including disputed fees and non-standard compliance questions; make final case-level decisions within delegated authority
- Prepare and issue accurate lender invoices in accordance with each client's contractual SLA/SOW
- Own direct client outreach on aged AR when needed, including negotiating payment/resolution plans and resolving billing concerns
- Support onboarding and training of CMA I and CMA II associates, including client communication standards
- Investigate recurring case management, billing, or performance issues to identify root cause rather than addressing symptoms
- Translate findings into concrete process, training, or system recommendations and track their impact
- Partner with team leadership to prioritize fixes by business impact
- Hold professional, credible conversations with lender clients on matters requiring contract or pricing context
- Serve as a knowledgeable point of contact when questions exceed standard case-level escalation
- Represent the team accurately and professionally in client-facing discussions tied to contractual terms
- Manage updates to client contracts and pricing schedules as terms change
- Ensure client and agent profiles in daily case management operating systems remain current and accurate
- Proactively flag discrepancies between contracted terms and system configuration before they cause billing errors
- Own recurring internal and client-facing reporting obligations, ensuring accuracy and on-time delivery
- Maintain data integrity across case management and billing systems to support audit readiness
- Build or refine reporting views that give leadership better visibility into performance and risk
- Partner with our development team on technical solutions and automation opportunities
- Act as the operational subject-matter expert during scoping, testing, and rollout of new tools or workflow changes
- Identify manual, error-prone steps in current workflows that are candidates for automation
Skills
- Prior experience in case management, collections, recovery operations, or a related operational role, including demonstrated experience in the Case Management Associate career progression
- Demonstrated analytical ability, including root cause investigation and process improvement
- Comfort discussing contract terms, pricing, and financially sensitive topics directly with lender clients
- Working knowledge of case management and billing systems; comfort partnering with technical teams on tools and automation
- Excellent written and verbal communication skills, with a professional, client-appropriate tone under pressure
- Sound judgment on when to resolve an issue directly versus escalate to Account Management, Finance, Product, or leadership
- Demonstrated ability to manage client-facing reporting obligations with accuracy and reliability
- Associate's or bachelor's degree preferred
Benefits
- Hybrid role working from the Nashville, TN or Raleigh, NC office; fully remote candidates located in TX, CO, AZ, FL, OH, or VA are also considered.
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