InfoTrack US

Contractor Relations Manager

InfoTrack US

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Ensure that our Contractor recruitment processes are set up per the rules and requirements in jurisdictions within your territories.
  • Create and implement Contractor recruitment campaigns within your territory.
  • Manage the Contractor recruitment process in your territory, leading applicants through the process, making decisions based on their inputs/credentials, background checks, and other sources of information.
  • Answer Contractor questions throughout the recruitment process (e.g., payment model, software, service expectations, and any aspects of our independent contractor agreement).
  • Onboard new Contractors, using specific articles or videos if required, to ensure that all new Contractors can quickly begin to participate in our workflow.
  • Ensure that lists of active servers, credentials, related documentation, and information are up to date for Contractors in your area.
  • Be the key point of contact for Contractors in your area, handling their issues and inquiries.
  • Regularly review Contractor coverage in your area, identifying areas that are lacking or may require additional coverage or zone review, or present unique challenges.
  • Proactively respond to ongoing issues within your territory that may affect Contractors or hinder their ability to perform (e.g., extreme weather situations, gas price spikes, road closures, “trouble areas,” changes in serving rules/regulations).
  • Monitor Contractor performance metrics, including Job Scoring and mobile app usage reports, and pro-actively reach out to Contractors in need of additional training or guidance.
  • Handle escalations and interviews relating to Contractor performance issues from the Collections, Escalations and Fulfillment Teams willingly.
  • In concert with your Contractor Success colleagues, create and implement programs to improve the satisfaction of our Contractors (e.g., incentives to drive desired behavior, making education and training available).
  • Meet regularly with Contractors by phone, Zoom and in person to gather feedback. Collate, prioritize, and share Contractor feedback with your direct report regularly.
  • Contribute to our Contractor Success communications, including creating articles for our knowledge base/support page and offering content ideas for our regular “Service” email bulletin.
  • Research and understand the rules and regulations related to process servers and private investigators in the jurisdictions within your territory.
  • Actively follow and participate in the process server community in your territory (e.g., following process server news and joining/participating in appropriate associations and groups).
  • Monitor changes in the courts in your territory (eFiling, openings/closures, rules changes).
  • Attending conferences, meetings, and events relating to the process serving industry as necessary and warranted.
  • Gather and share product feedback with appropriate internal colleagues.
  • Provide updates on Contractors in your area to management as requested.

Requirements

  • Bachelor’s degree or equivalent experience gained through employment.
  • 2+ years’ Experience in handling documentation such as legal documents, medical records, financial applications, or other sensitive materials.
  • 2+ working at a law firm, courthouse, attorney service or corporate or government legal department, or a bachelor’s degree in legal studies or a closely related field such as criminology, political science, or business administration.
  • Previous work experience in a high-volume civil litigation law office or legal service support company preferred
  • Precision and Care: Emphasize meticulous and accurate handling of documentation, especially in legal matters.
  • Attention to Detail: Review and assess documents for accuracy, create legal affidavits, and adhere to department procedures for legal compliance.
  • Customer and Contractor Interaction: Communicate clearly, courteously, and professionally with clients and independent contractors, both verbally and in writing.
  • Strong Interpersonal Skills: Listen and communicate effectively with team members, maintaining a positive attitude and productivity in a high-volume environment.
  • Legal Acumen: Strong foundational knowledge of civil lawsuits, filing, and service protocols, with experience or education in civil procedure and legal documentation.
  • Tech Enthusiasm: Technologically adept, with the ability to learn and adapt to new software tools quickly and leverage technology to improve efficiency.
  • Communication Proficiency: Convey complex legal information effectively over the phone and via email.
  • Technical Proficiency: Advanced computer skills, including order management systems, CRM software, and standard Microsoft applications.
Benefits
  • 401(k) Match
  • Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
  • Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
  • 20 Days of Paid Time Off (PTO)
  • 11 Paid Holidays
  • “Be Me Time” off for mental health, re-charging, volunteering
  • Matching Gift Program
  • Monthly Internet Stipend for Remote Employees

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
legal documentationcivil procedurecontractor recruitmentbackground checksperformance metricsjob scoringtraining and guidancedocument reviewlegal affidavitscustomer service
Soft skills
attention to detailstrong interpersonal skillscommunication proficiencycustomer and contractor interactionmeticulousnessproblem-solvingfeedback gatheringteam collaborationadaptabilitypositive attitude
Certifications
Bachelor's degreelegal studiescriminologypolitical sciencebusiness administration