Investigation Case Manager- Remote Division

Delta Group is a privately held, woman-owned, national investigative firm established in 1983 and headquartered in Buford, Georgia. With over 40 years of experience, Delta Group was built on the foundations of three key factors: People, Innovation and Results. People have always been at the core of who we are at Delta Group, and we pride ourselves on a culture that fosters the development and... growth of our team. When it comes to Innovation, Delta Group has integrated innovation as a key driver in the development of our quality investigative performance and results across everything that we do. Throughout 4 decades in business, Delta Group has always been a results-driven company. We have a longstanding history of commitment to our clients in building trust based on our results and relationships. We?ve seen many changes during our tenure, but one thing that has never changed is our commitment to providing quality results.

Delta is committed to providing an unparalleled customer service experience, ongoing development of innovative surveillance technology, and continuing to deliver the industry?s leading results. Delta is looking to fill a full-time Investigation Case Manager within our Remote Surveillance Division.

Job Description and Responsibilities

Our Case Management team consists of high performing professionals who specialize in handling investigative cases from cradle to grave for our clients. They have an abundant amount of knowledge and experience in case handling along with strong internal and external communication skills.

Standard hours for a remote case manager are from 9:00 a.m. through 6:00 p.m. (based on individual time zone) Monday through Friday; however, these hours will fluctuate based on volume, workflow, and individual case circumstances. Flexibility in scheduling and workdays exceeding 9 hours are to be expected and should be planned for accordingly. The ?end of day? is dictated by the final disposition of any hard due files, i.e. all hard due files must be in invoicing prior to departure.

Tenants of a Strong Case Manager:
? Excels in a fast-paced environment
? Exceptional at managing and prioritizing multiple tasks in a timely manner
? Assist in the management of daily departmental operations.
? Demonstrates creative and strategic time management practices
? Serve as liaison between client and operations.
? Perform data entry efficiently.
? Prepare and modify documents including correspondence, reports, drafts, memos, and emails
? Reviews files, records, and obtains information to respond to request. This includes conducting due diligence regarding identifying the claimant, verifying the residence, and looking for potential social media leads to utilize for surveillance, etc.
? Provide general administrative and clerical support.
? Handle sensitive and confidential material and information with discretion.
? Communicate clearly, professionally, and effectively both verbally and in writing.
? Conduct telephone calls with investigators, sales reps, and clients.
? Collaborate with other departments (i.e. ? traditional surveillance, IR).
? Demonstrate a strong ability to work independently and as a team. Recognize and capitalize on the various strengths of the team.
? Be detail-oriented, organized, and strategic with the inherent ability to shift gears, meet established deadlines,
? Be open and receptive to feedback.
? Be adaptable. New clients are onboarded daily resulting in a constantly evolving workflow and ever-changing procedures to meet both client and organizational needs.
? Utilize Case Tracker daily to organize and store information, record file communication, provide data, set deadlines, prepare a final work product, accurately report client billing, etc.

Daily Responsibilities: ? Review new files as they come in requesting additional information/clarification from client or sales rep as needed. ? Review and follow client specs and file objectives. This includes scheduling the set-up and pick-up of the assignment in a manner that meets these objectives (i.e. day/date specifics/TAT). ? Send assignment acknowledgement, any needed prelim or plan of action (POA), and scheduling acknowledgement. ? Complete Pre-Proofing daily ensuring accuracy, addressing any questions posed by RVS or ACM, and ensuring accurate billing. ? Review the dashboard daily. This includes moving files to the next stage in a timely manner, communicating due date extensions/changes to the client, reviewing the working tab, reviewing hard due tab, reviewing client dashboard, and reviewing the 24-hour acknowledgement tab. ? Review and send client updates due. Ensuring all updates due are completed by EOD. ? Grading set up reports + communicating any issues with SFI/ADFI ? Respond to internal and external communication regularly and within a timely manner (emails within an hour/Teams messages within 15 minutes). If additional time is needed to review/prepare a response, communicate that and respond by end of day. ? Ensure all case-related communications are added to the notes and marked appropriately (i.e. internal only, visible to investigator, visible to adjuster) including the entire email header to show to whom and when the communication was sent. ? Check in with your team prior to leaving for the day and assist teammates who may need assistance.

Weekly Responsibilities: ? Review Last Notes report to ensure all files have been properly moved forward, client has been updated, follow-ups on pending files have been sent, etc. ? Review 7-day report to ensure that any files exempt from starting within 7 days of receipt are appropriately noted. Files that cannot be scheduled within five days due to coverage should be noted appropriately. ? Communicate with team lead regarding areas of depleted coverage so that recruiting can be made aware of staffing shortages.

As Requested:
? Participate in continued training.
? Assist with training new teammates including providing feedback to keep training materials up to date.
? Assist litigation team in gathering information needed for pending litigation.
? Attending and participate in meetings.
? Run and review stats and data including TAT and VT%.
? Prepare synopsis of no video files for Director
? Fill in for teammates who are out of the office.
? Follow proper out-of-office procedures in assigning tasks and setting an out of office message.

Training Schedule: Monday - Friday - TBD

Working Schedule: Monday - Friday 9:00 AM ? 6:00 PM

Location: Work From Home

Job Type: Full-time

Delta Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex (including pregnancy, sexual orientation, gender identity / expression), national origin or ancestry, genetic information (including family medical history), physical or mental disability, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws

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