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TrueAccord · 2 weeks ago

Customer Engagement Unit Manager (Bilingual)

Lenexa, Kansas

Full-time

Onsite

Mid, Senior Level

$66K/yr - $76K/yr

4+ years exp

TrueML is a category-defining company focused on transforming debt resolution through machine learning and human-based approaches. The Customer Engagement Unit Manager will lead a team of Collections Specialists to maximize recoveries while ensuring a top-notch customer experience, driving operational excellence, and adhering to compliance standards.

AnalyticsCRMDebt CollectionsFinanceFinancial ServicesFinTechInformation TechnologyMachine Learning

Responsibilities

Lead, coach, and develop a team of ~15 Collections Specialists, driving consistent achievement of recovery and performance targets

Conduct weekly 1:1s focused on liquidation outcomes, call quality, compliance, talk-off execution, and individualized skill development

Deliver ongoing side-by-side coaching, call monitoring, and targeted training to improve negotiation, engagement, and consumer experience

Hold agents accountable to daily and weekly expectations, including outreach KPIs, promise and activation rates, contact strategies, and policy compliance

Facilitate regular team meetings to reinforce collection strategies, regulatory requirements, and evolving performance priorities

Complete semi-annual performance reviews and develop tailored performance improvement and growth plans aligned to collection competencies

Oversee real-time operations, adjusting staffing, schedules, and workflow to maintain service levels and maximize right-party contact opportunities

Manage escalated calls and emails with strong negotiation, leadership presence, and effective de-escalation techniques

Ensure all collection activities align with internal policies, client requirements, FDCPA, Reg F, UDAAP, and applicable state regulatory standards

Analyze performance trends and portfolio insights to identify gaps, recommend solutions, and drive increased liquidation and operational efficiency

Partner with leadership to refine talk tracks, contact strategies, and processes that elevate payment rates, agent productivity, and consumer outcomes

Support the implementation of new tools, workflows, and training initiatives that strengthen collection outcomes and team effectiveness

Consistently meet and exceed deadlines for assigned projects and tasks, demonstrating strong time-management, prioritization, and organizational execution to support departmental goals and operational timelines

Design and implement creative team-engagement activities that strengthen culture, reinforce performance priorities, and enhance collaboration, motivation, and overall employee experience within the unit

Qualification

Collections strategyPerformance optimizationRegulatory complianceTeam leadershipConsumer negotiation techniquesCall center technologiesAnalytical skillsCoaching skillsInterpersonal skillsTime management

Required

High school diploma or equivalent required

Minimum 4+ years of collections experience

Exceptional and or expert-level thinking in collections operations, including call strategies, portfolio management, regulatory compliance, consumer negotiation techniques, and best practices for driving recoveries in a regulated environment

Exceptional communication, coaching, and interpersonal skills, with the demonstrated ability to influence performance, develop talent, and guide agents toward consistent results

Strong analytical and critical-thinking capabilities, with a high level of attention to detail in evaluating trends, identifying performance gaps, and executing data-driven decisions

Proven ability to manage multiple priorities and maintain operational excellence in a fast-paced, metrics-driven collections environment

Demonstrated success leading a collections team, improving liquidation rates, and strengthening skills through targeted coaching, accountability frameworks, and performance optimization

Ability to foster a positive, collaborative, and professional team culture grounded in compliance, customer experience, and measurable outcomes

Proficiency with essential call center technologies, including dialers, CRM platforms, reporting dashboards, and workflow management tools