Legal Case Management Manager

About the role

The Legal Case Management Manager leads a team of case managers to drive efficient case resolution while ensuring compliance with all regulatory requirements. This night‑shift, onsite position oversees performance, strategy, and workflow for a high‑volume debt collection portfolio.

Key responsibilities

• Monitor case manager productivity, adherence, case movement and work discipline across assigned inventories.
• Provide daily coaching, mentoring and real‑time guidance on case strategy, negotiation approach and resolution tactics.
• Track case assignments versus resolution outcomes to meet liquidation and performance goals.
• Handle escalated or high‑balance cases and intervene on complex, sensitive accounts.
• Evaluate team efficiency using KPIs and deliver documented feedback for improvement.
• Manage inventory strategy, applying appropriate case treatments based on balance, risk, age and recovery potential.
• Oversee campaign execution, workflow prioritisation and workload distribution across the team.
• Partner with Workforce Management on staffing, scheduling and dialer/CRM campaign configuration.
• Ensure compliance with FDCPA, FCRA, TCPA, CFPB Regulation F and all applicable state/local collection laws.
• Support internal, client and regulatory audits by maintaining audit‑ready files and documentation.

Required profile

• Proven ability to monitor case manager productivity and adherence.
• Experience providing coaching, mentoring and real‑time guidance on case strategy.
• Strong knowledge of debt‑collection regulations such as FDCPA, FCRA, TCPA and CFPB Regulation F.
• Capability to manage performance improvement plans, progressive discipline and recognition in partnership with HR.
• Experience overseeing campaign execution, workflow prioritisation and staffing coordination with Workforce Management.

Required skills

• CRM systems
• Dialer configuration