Supplier Services Manager - HYBRID SCHEDULE /SIGN-ON BONUS

"Join us and be part of a team where innovation meets impact. Elevate your career while making a difference!"

"TRAKAmerica is a leading national outsourcing provider, managing assets valued at over $18 billion for our diverse client base. As part of our ongoing expansion, we are pleased to announce an immediate opening for a Supplier Services Manager in our Richmond, Virginia office. This position is classified as exempt under the FLSA (which means that the successful candidate will not earn overtime for any hours worked in excess of 40 hours in a given work week). In addition to a base salary, this position offers the potential to earn additional incentives through a structured performance bonus program.

The Supplier Services department (SS) provides support to Network Attorneys across the country. SS is responsible for the process and fulfillment of daily document and affidavit requests that are essential to each state’s legal collection processes. SS is also responsible for document retrieval from Network Attorneys in order to support client audits and TRAKAmerica work standards.

Essential Functions & Responsibilities:

• Manage a team of people as needed.
• Manage client relationships with the goal of driving media and affidavit fulfillment.
• Join all assigned client calls as supplier services representative, escalate action items internally.
• Manage offshore relationships.
• Review data and send standardized missing document reconciliation reports to clients at set intervals.
• Keep stakeholders informed of progress and ensure follow-up.
• Monitor affidavit reconciliation reports sent via automation to clients and call attention to items that appear out of normal turnaround time.
• Coordinate the resolution of client responses to document reconciliations, including: Analyzing reports, processes, or mining files and determine root cause for discrepancy; escalate issues with examples; and assigning ownership; and ensure follow up until issues are resolved.
• Analyze new products or accounts that are missing or labeled with an incorrect card type, a SQL logic-based field used to categorize accounts with different documentation requirements.
• Analyze requests to update our document requirement matrix, draft and submit tickets to IT to update SQL tables.
• Oversee multiple inboxes and maintain service level agreement for responding.
• Communicate the impact of matrix or card type changes to clients, attorneys, or internal stakeholders.
• Draft and update procedure documents as needed.
• Support the Director/VP of Supplier Services as needed, including projects, tasks related to onboarding new clients, or follow up of known issues.

Job Competencies:

• Ability to lead, train, manage, and mentor a team.
• Integrated problem solving and resolution.
• Critical thinking and analysis
• Excellent communication and interpersonal skills
• Knowledge of SQL and basic query functions.
• Proficient in Microsoft Excel, including the analysis of pivot tables.
• Attention to detail.
• Works autonomously.
• Ability to organize, manage time effectively, set priorities and meet deadlines.
• Ability to learn and adapt to change.

Physical Demand & 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.

Qualifications Required:

• Possession of an Associate’s Degree is preferred.
• A minimum of two years of experience in process or project management, showcasing skills in organizing, coordinating, and leading projects effectively.

Other Preferred Skills/Experience:

• Document Management Experience
• Knowledge of Debt Collection Law
• Previous experience in Bank Card, or the Debt Purchasing Industry
• Six Sigma process certification

TRAKAmerica is an Equal Opportunity Employer. Our company offers a competitive, experience-based salary; a comprehensive benefits package that includes paid holidays, paid time off, health insurance, and 401k plan; and a performance-based bonus structure. Any offer of employment conveyed by TRAKAmerica is conditional upon the successful completion of the company’s lawful pre-employment checks/screens including but not limited to criminal background check, credit check, and drug testing (to the extent permitted and in accordance with applicable law).