Assignment Desk Manager
Frasco, Inc.
full-time
Posted on:
Location Type: Remote
Location: California • United States
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About the role
- Coordinate daily activities with the Senior Manager of Shared Services
- Oversee the assignment mailbox and case placeholder dashboard to ensure timely case distribution; assist as backup when needed
- Review and analyze referral instructions to determine client requirements
- Alert Regional Managers and Investigative Consultants to issues identified during intake and setup
- Maintain accurate client contact information in Dynamics, adhering to formatting protocols and grammar standards
- Update case management system with current information
- Communicate clearly and professionally with clients and internal stakeholders
- Handle various case updates (client-driven, in-house, and error-driven)
- Collaborate with team members, Regional Managers, and Directors to ensure accurate product/service setup
- Audit case files for compliance with client service level agreements
- Review quality control reports and resolve identified issues
- Create and maintain client-specific primers for complex assignment/setup processes
- Develop and update training materials; provide initial and refresher training for team members
- Manage team workload distribution and adherence to workflow processes
- Track team productivity and error rates
- Communicate and meet with team members on a regular basis
- Lead initiatives to enhance productivity by streamlining processes, implementing automation, and improving workflow efficiency within the ASD application
- Vet attorney clients for retainer requirements and third-party billing; ensure proper entry into systems
- Update retainer status in Dynamics after credit reviews
- Maintain a proficiency in understanding client rates, instructions, relationships and hierarchies
Requirements
- Minimum 10 years of experience in the investigative industry
- Self-starter who holds themselves accountable for results and performance
- Exceptional writing skills
- Ability to work from a home-based office and work flexible hours
- A good home internet connection
- Case Management experience with strong understanding of investigative operations
- Ability to manage sensitive client data and PII with confidentiality
- Exceptional attention to detail, organizational skills, and reading comprehension
- Strong critical thinking, problem-solving, and troubleshooting abilities
- Proficiency in extracting necessary information from diverse documents for accurate case interpretation and setup
- Ability to work independently and as part of a team, contributing to department goals
- Excellent communication skills for clients and internal interactions
- Experienced in managing and supporting teams in a fast-paced, remote work environment
- Comfortable with auditing, training, and maintaining compliance standards
- Tech-savvy with the ability to troubleshoot minor client portal issues
- Highly adaptable and capable of prioritizing tasks based on changing business needs
- Associate or bachelor’s Degree (preferred)
Benefits
- Paid Time Off and Paid Holidays
- Health, Dental, Vision, Employer Paid Life Insurance, Supplemental Health Benefits
- Flexible Spending Accounts
- 401K with Company Match
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case managementinvestigative operationsdata extractioncompliance auditingworkflow efficiencytraining developmentproductivity trackingerror resolutionclient data managementPII management
Soft Skills
self-starteraccountabilityexceptional writingattention to detailorganizational skillscritical thinkingproblem-solvingteam collaborationcommunicationadaptability
Certifications
Associate DegreeBachelor's Degree