Position Summary

The Director of Case Management is a strategic and operational leader responsible for overseeing the full lifecycle of claims from post-signature through approval and payout. This role ensures that all cases are processed accurately, efficiently, and in compliance with state requirements while meeting monthly filing and approval goals.

This position combines hands-on claim processing expertise, team leadership, and process optimization, serving as the central authority for claim execution, quality control, and continuous improvement within RAD.

This role carries direct accountability for converting signed claims into filed claims and ensuring that monthly Filing to State Fee targets are consistently achieved.

Core Responsibilities

Case Management & Execution (Hands-On)
Perform Claim Processor duties as needed, especially for complex or escalated cases
Oversee cases from onboarding → documentation → filing → approval → payout
Ensure all submissions to state agencies are complete, accurate, and compliant
Resolve stalled, rejected, or high-risk claims
Team Leadership, Oversight & Training
Manage Claim Processors and oversee caseload distribution
Ensure cases progress according to timeline, quality, and compliance standards
Conduct case audits and performance reviews
Train, onboard, and coach Claim Processors to improve accuracy and efficiency
Maintain and evolve Claim Processing training systems and documentation
Pipeline Management, Revenue Execution & Accountability
Own and be fully accountable for achieving monthly Filing to State Fee targets
Ensure all signed and viable cases are moved efficiently to filing
Monitor pipeline health to prevent revenue leakage between Signed → Filed
Identify risks early and take corrective action to close performance gaps
Escalate proactively to COO when additional resources, leads, or support are required
Process Optimization & Continuous Improvement
Analyze pipeline data to identify bottlenecks and inefficiencies
Implement process improvements, SOPs, and workflow enhancements
Continuously improve claim lifecycle performance (speed, accuracy, approval rate)
Drive operational efficiency to reduce cycle time and increase throughput
Client & Conflict Management
Serve as the first line of escalation for claimant concerns and complaints
Handle complex situations including claimant skepticism, heir disputes, and sensitive communications
Resolve issues professionally before escalation to executive leadership
Technology & Operational Enablement
Identify and implement technology solutions to improve processing efficiency and accuracy
Ensure effective use of CRM, automation tools, and document systems
Drive adoption of systems that enhance scalability, visibility, and client experience
Key Performance Indicators (KPIs)
Monthly Filing to State Fee vs. target
Claim approval rate
Average processing cycle time
Case accuracy / rejection rate
Pipeline movement (Signed → Filed → Approved)
Client satisfaction / complaint resolution time

Requirements

Experience in claim processing, case management, operations, legal support, probate/estate matters, unclaimed property, investigations, or regulated administrative processes preferred. Prior leadership or team oversight experience strongly preferred.
Strategic and analytical thinker with strong operational judgment
High ownership mindset with accountability for outcomes, not just activity
Strong leadership and team development capability
Skilled in conflict resolution and high-stakes communication
Process-driven with continuous improvement mindset
Comfortable leveraging technology to drive efficiency and scale
Experience with unclaimed property claims, probate/heirship documentation, state agency correspondence, Salesforce/CRM tools, Microsoft 365, workflow automation, SOP creation, and leading small operations teams.

Benefits

Performance based incentives
Medical, Dental, Vision, FSA, HSA (60 day waiting period applies)
Life Insurance, Short Term/Long Term Disability (60 day waiting period

applies)

Employee Assistance Program (EAP)
10 days Paid Time Off (PTO - 90 day waiting period applies)
12 hours Volunteer Time Off (VTO)
401

Return Assets Division- Lauth Investigations International, Inc. jobs

Head of Asset Recovery Operations

Never Miss a New Opportunity