Are you ready to take your career to the next level? Join us at TriVerity (a Velera Company)! The Opportunity: The Collection Representative II utilizes various collection strategies and methodologies to contact consumers and negotiate payment in full, settle the account or establish payment arrangements on delinquent debt. This role manages a complete portfolio of charged-off accounts with principal balances of $2,501 and greater, requiring effective negotiation skills and strict compliance with all regulatory and company policies. The representative must have a solid understanding of credit bureau reporting (CBR) and leverage it in skip tracing efforts when appropriate, while also identifying resources to assist members in resolving their obligations and can incorporate that into their discussion. Day in the Life: - Review accounts in the assigned queue to determine the next course of action to resolve delinquent accounts. - Manage a portfolio of charged-off accounts with principal balances of $2,501 and greater. - Utilize various collection strategies and skip tracing techniques to locate right parties when necessary. - Apply knowledge of credit bureau reporting (CBR) to support skip tracing efforts and incorporate CBR insights into member discussions. - Identify and provide resources to assist members in resolving their obligations. - Negotiate payment terms, settlements, or payment arrangements in accordance with established guidelines, using probing questions to understand and overcome objections. - Establish and maintain payment arrangements consistent with company standards. - Dorm, close, and make recommendations on accounts in line with established guidelines. - Make second voice calls as necessary to assist other collectors. - Follow up on specific accounts that meet department criteria to ensure all work has been completed. - Evaluate accounts where resolution is not possible and recommend for further review when appropriate. - Participate actively in monthly continuous improvement training sessions to enhance collection techniques and adapt to new challenges. - Maintain thorough knowledge of FDCPA and ensure compliance with all regulatory and company policies. - Accurately and promptly document all account activity. - Perform other duties as assigned. Qualifications: - Minimum (1) year collections or sales experience preferred Education: - High school education or GED equivalent Pay Equity $15.87to $19.81 Great Work/Life Benefits! - Competitive wages - Medical with telemedicine - Dental and Vision - Basic and Optional Life Insurance - Paid Time Off (PTO) - Maternity, Parental, Family Care - Community Volunteer Time Off - 12 Paid Holidays - Company Paid Disability Insurance - 401k (with employer match) - Health Savings Accounts (HSA) with company provided contributions - Flexible Spending Accounts (FSA) - Supplemental Insurance - Mental Health and Well-being: Employee Assistance Program (EAP) - Tuition Reimbursement - Wellness program - Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions TriVerity is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. TriVerity is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. TriVerity will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. TriVerity is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster). As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.

• Support our sales team in capturing and following up on leads. • Provide exceptional customer service, answering questions and delivering accurate information. • Build long-lasting relationships with potential and existing customers. • Learn about the immigration process and the services we proudly offer.

• Direct day-to-day operations of the call center, ensuring high levels of customer service and adherence to URAC standards • Oversees performance evaluation standards and manages call center workflows to optimize efficiency • Coordinates call center operations with Triage Nurse Managers • Develops and implements strategies to meet the program’s goals and objectives, increasing customer experience and efficiency • Manages and leads a team of Contact Center Supervisory staff, providing guidance, coaching, and support to deliver high levels of user engagement and satisfaction • Monitors Care coordination performance metrics and operational KPIs, such as call volume, response times, customer satisfaction scores • Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction • Ensures Care Coordination complies with industry regulations and standards, including data privacy laws and consumer protection regulations • Analyzes data related to program outcomes, participant satisfaction, and impact to make informed decisions for program enhancements • Provides regular updates to stakeholders regarding program performance, achievements, challenges, and strategic recommendations

Overview The Outbound Contact Center Supervisor is responsible for the overall leadership, performance, and operational management of an outbound contact team. This role provides strategic direction, ensures achievement of business objectives, and drives a high-performance culture focused on quality, compliance, and sales effectiveness. The Outbound Contact Center Supervisor serves as a key leader within the contact center, with accountability for staffing, performance management, coaching strategy, and operational execution. This role exercises independent judgment in managing team performance, resolving complex issues, and implementing process improvements aligned with organizational goals. Responsibilities Team Leadership & Management - Directly manage, lead, and develop a team of outbound contact agents, ensuring alignment with organizational goals and performance expectations. - Make recommendations and decisions regarding hiring, promotion, discipline, and termination of team members. - Manage performance standards and hold team members accountable to key performance indicators (KPIs). - Conduct performance evaluations, compensation recommendations, and career development planning. - Foster a high-performance, accountability-driven culture within a virtual or hybrid team environment Operational Management & Strategy - Oversee daily operations of the outbound team, ensuring efficient staffing, scheduling, and workload distribution. - Analyze team performance data and trends to develop and implement strategies that improve conversion rates, quality, and productivity. - Exercise independent judgment in adjusting call strategies, workflows, and resource allocation to meet business objectives. - Partner with senior leadership to align team performance with broader sales and operational goals. Quality & Compliance Oversight - Establish and oversee quality assurance frameworks, ensuring adherence to regulatory requirements and internal standards. - Evaluate quality trends and implement coaching strategies and process improvements to enhance customer experience and compliance. - Ensure consistent application of policies, procedures, and call standards across the team. Coaching Strategy & Talent Development - Develop and implement structured coaching programs based on performance trends and business needs. - Provide leadership guidance to ensure coaching is effective, consistent, and aligned with organizational standards. - Identify high-potential employees and support succession planning and talent development initiatives. Cross-Functional Leadership - Collaborate with Sales, Service, Training, and Operations leadership to ensure alignment on lead quality, performance expectations, and regulatory adherence. - Serve as an escalation point for complex or sensitive issues requiring managerial discretion. - Contribute to the development and rollout of new campaigns, scripts, and operational strategies. Qualifications Required - 3–5+ years of experience in a call center or contact center environment. - 2+ years of leadership experience with direct people management responsibilities. - Demonstrated experience in performance management, coaching strategy, and operational leadership. - Strong understanding of call center metrics, sales performance drivers, and compliance requirements. - Proven ability to exercise independent judgment and make decisions impacting team performance and operations. - Strong analytical, communication, and leadership skills. Preferred - Experience managing outbound sales or insurance contact center teams. - Experience influencing hiring, compensation, and disciplinary decisions. Certifications, Licenses, and/or Registration - Active Personal Lines or Property & Casualty General Lines Agent License preferred. Physical Demands and Work Environment The job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment. There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling. Lifting and moving objects up to 10 pounds is a regular part of the role. Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary. Additionally, the employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps. If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks. EEOC Lakeview Household Insurance Solutions, LLC is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law. #LI-Remote