Why TrueAccord?
TrueAccord, a wholly owned subsidiary of TrueML, is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process.
With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.
About the Role
The Collections Unit Manager is responsible for leading a team of 12–15 Collections Specialists in a fast-paced, compliance-driven environment. This role requires strong leadership, performance-driven coaching, and operational oversight to consistently exceed departmental goals. A key priority of this role is driving individual and team performance through data-informed decisions, high-impact feedback, and a focus on continuous improvement—all while ensuring a best-in-class customer experience and strict adherence to regulatory guidelines.
Principal Duties & Responsibilities
- Supervise, train, and manage a team of 12–15 Collections Specialists to achieve performance, quality, and compliance targets
- Conduct weekly 1:1s and deliver individualized coaching and feedback to support development and accountability
- Lead ongoing performance management, including improvement plans when needed
- Complete monthly quality monitors to ensure adherence to laws, effective collection skills, and consumer-focused interactions
- Facilitate regular team meetings and semi-annual performance reviews with clear goal-setting
- Motivate and recognize employees to build a culture of performance, growth, and engagement
- Manage daily operations, monitor real-time performance, and adjust workflows to meet SLAs
- Respond to escalated issues promptly and professionally
- Analyze performance trends and escalate issues to improve operations and customer experience
- Use call center dashboards and systems to drive accountability and spot coaching opportunities
- Partner with QA, Compliance, Training, and cross-functional teams to uphold consistency and compliance
- Assist with staffing, scheduling, and forecasting to ensure productivity
- Participate in hiring and onboarding while fostering a collaborative and inclusive team environment
Required Skills & Experience
- Proven ability to lead and inspire high-performing teams in a collections or contact center environment
- Excellent coaching, communication, and interpersonal skills
- Experience using data and reporting tools to drive performance and decision-making
- Deep understanding of collections practices and compliance regulations
- Strong attention to detail, critical thinking, and problem-solving capabilities
- Demonstrated success in driving team KPIs and managing performance in a results-oriented environment
- Ability to lead through change, encourage innovation, and promote continuous improvement
- High school diploma or equivalent required; Bachelor’s degree preferred
- 4+ years of experience in collections, with at least 2 years in a supervisory or team lead role
Our Dedication to Diversity & Inclusion
TrueML and TrueAccord are equal opportunity employers. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
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