Supervisor, Servicing

Libra Solutions

Supervisor managing a servicing team focused on customer experience at Libra Solutions. Leading operational oversight and development in a hybrid role based in Charlotte, NC.

Posted 6/29/2026full-timeCharlotte • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Supervise and manage a team of servicing representatives, including daily workflow oversight and task prioritization.
Maximize positive customer outcomes while delivering identified customer experience and financial performance targets.
Ensure delivery of targeted performance metrics and SLAs.
Monitor account aging, statusing and collection progress, and key performance metrics; address issues and escalate complex scenarios as needed.
Collaborate with internal partners including Revenue, Finance, Legal, Accounting, and Operations teams.
Support hiring, onboarding, and continuous improvement initiatives within the team and systems.
Provide reporting, insights, and recommendations to the Director, Servicing.
Conduct regular one-on-one meetings, performance coaching, and ongoing training for team members.
Approve employee timecards and manage attendance and scheduling.

Requirements

What you’ll need

5+ years of work experience in an office type environment or contact center environment.
Experience in Healthcare, Legal, Insurance, or Financial Services Industries – specific experience in personal injury, with applicable medical knowledge and claims law.
Ability to understand and integrate technology and data-driven decision-making into the servicing processes.
Ability to consider and integrate a broad range of factors to develop and execute a win/win collection strategy.
Excellent communication skills, both verbal and written and the ability to collaborate with other members of the team.
Self-motivated with desire to build great relationships, and able to meet and exceed goals.
Ability to manage multiple priorities in a fast-paced environment.
Able to adapt to change and pivot easily between tasks and process changes.
Ability to work quickly and accurately to meet tight deadlines.
Excellent verbal and written communication skills to handle interactions with attorneys and medical providers.
Ability to operate efficiently and effectively within a continuous, evolving environment.
Ability to promote and achieve high rates of customer/partner experience, enabling customers and partners to realize significant value from their engagements and improving performance in the market.
Bachelor's Degree preferred.
Must be able to work in-office in Charlotte, NC.

Benefits

Comp & perks

We believe taking great care of our customers starts with taking great care of our people. That’s why we offer competitive compensation and a comprehensive benefits package, including a choice of multiple medical plans, dental, vision, and life insurance, a 401(k) with generous company match, flexible spending accounts for medical and dependent expenses, and time off to recharge.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Performance Metrics MonitoringAccount Aging ManagementTask PrioritizationCollection Strategy DevelopmentReporting and Insights Generation

Soft Skills

Excellent Communication SkillsSelf-MotivatedAdaptabilityRelationship BuildingCollaboration

Certifications

Bachelor's Degree Preferred