Job Title: Assignment Desk Manager

Job Location: Irvine, CA - fully remote

Job Type: Full-Time, Exempt

The ASD Manager will support the Senior Manager of Shared Services by overseeing daily operations, ensuring accurate case setup, and maintaining quality control standards. This role requires strong organizational skills, attention to detail, and the ability to manage sensitive client data while leading a team to meet productivity and compliance goals. The Manager will act as a key liaison between clients, internal teams, and leadership, ensuring seamless workflow and exceptional service delivery. 

Full-Time Benefits:

• Paid Time Off and Paid Holidays
• Health, Dental, Vision, Employer Paid Life Insurance, Supplemental Health Benefits, Flexible Spending Accounts
• 401K with Company Match

RESPONSIBILITIES:

• Coordinate daily activities with the Senior Manager of Shared Services.
• Oversee the assignment mailbox and case placeholder dashboard to ensure timely case distribution; assist as backup when needed.
• Review and analyze referral instructions to determine client requirements.
• Alert Regional Managers and Investigative Consultants to issues identified during intake and setup.
• Maintain accurate client contact information in Dynamics, adhering to formatting protocols and grammar standards.
• Update case management system with current information.
• Communicate clearly and professionally with clients and internal stakeholders.
• Handle various case updates (client-driven, in-house, and error-driven).
• Collaborate with team members, Regional Managers, and Directors to ensure accurate product/service setup.
• Audit case files for compliance with client service level agreements.
• Review quality control reports and resolve identified issues.
• Create and maintain client-specific primers for complex assignment/setup processes.
• Develop and update training materials; provide initial and refresher training for team members.
• Manage team workload distribution and adherence to workflow processes.
• Track team productivity and error rates.
• Communicate and meet with team members on a regular basis.
• Lead initiatives to enhance productivity by streamlining processes, implementing automation, and improving workflow efficiency within the ASD application.
• Vet attorney clients for retainer requirements and third-party billing; ensure proper entry into systems.
• Update retainer status in Dynamics after credit reviews.
• Maintain a proficiency in understanding client rates, instructions, relationships and hierarchies.

About Us:

Frasco has been in business for 60 years as a family-owned full-service investigation company with hundreds of investigators and regional office nationwide. Our vibrant company culture, driven by core values of integrity, innovation, and excellence, fosters a supportive and collaborative environment where every individual is valued. We are committed to diversity and inclusion, encouraging applications from all backgrounds. Join us to make a meaningful impact and thrive in a positive, respectful workplace. 

Candidates must have:

To excel in this role, you should possess the following competencies:

• Minimum 10 years of experience in the investigative industry
• Self-starter who holds themselves accountable for results and performance
• Exceptional writing skills
• Ability to work from a home-based office and work flexible hours
• A good home internet connection
• Case Management experience with strong understanding of investigative operations.
• Ability to manage sensitive client data and PII with confidentiality.
• Exceptional attention to detail, organizational skills, and reading comprehension.
• Strong critical thinking, problem-solving, and troubleshooting abilities.
• Proficiency in extracting necessary information from diverse documents for accurate case interpretation and setup.
• Ability to work independently and as part of a team, contributing to department goals.
• Excellent communication skills for clients and internal interactions.
• Experienced in managing and supporting teams in a fast-paced, remote work environment.
• Comfortable with auditing, training, and maintaining compliance standards.
• Tech-savvy with the ability to troubleshoot minor client portal issues.
• Highly adaptable and capable of prioritizing tasks based on changing business needs.

Preferred Skills/Experience:

While not required, the following skills and experience are preferred:

• Associate or bachelor’s Degree
• Familiarity with Dynamics CRM or similar systems preferred