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Monitor and evaluate inbound/outbound calls and account handling to ensure adherence to processes, maintain QA systems (SharePoint, VoizTrail), provide feedback to teams and escalate complaints as needed. Support reporting, collaborate across departments and regions, and act as backup to ensure daily QA responsibilities are completed.

Provide clerical and operational support by monitoring customer inboxes and voicemail, retrieving and archiving client documents, preparing routine reports with backup, supporting mailroom tasks, maintaining procedures and training materials, and assisting operations teams to ensure timely, accurate account documentation and communications.

Manage trust accounting for collections, oversee revenue recognition, client invoicing, and internal controls. Supervise trust accountants, support divisional controller, interact with major clients, maintain process documentation, and drive process improvements to protect company assets and ensure accurate financial reporting.

Lead FP&A for Cadex Insurance Recovery: produce monthly management reporting and variance analysis, support forecasting and budgeting, partner with department heads on analytics and headcount planning, improve FP&A processes and reporting, ensure GAAP compliance and internal controls, and support finance projects and cross-country collaboration.

Contact B2B past-due accounts to recover funds using phone, email, and mail. Meet collection and productivity goals, update the collection system, negotiate settlements and payment plans, resolve disputes, and maintain high-quality client-specific handling and documentation. Assist teammates and support process improvements while preserving confidentiality and professionalism.