Collections Unit Manager
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.
- 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
- 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.
For California Applicants: we collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
At TrueAccord, located in Lenexa, Kansas, we're redefining the way people deal with debt through a unique blend of machine learning and human touch. As the Collections Unit Manager, you'll lead a passionate team of 12-15 Collections Specialists in a dynamic and fast-paced environment. Your role will be pivotal as you ensure that our team exceeds performance targets while providing outstanding customer service and adhering to strict compliance guidelines. You’ll foster an inclusive team culture, conducting regular coaching sessions and managing performance reviews that motivate your team to reach their best. Utilizing data-informed strategies, you'll analyze performance trends and identify coaching opportunities, all while promoting continuous improvement. If you’re ready to be a part of a transformative company that values its employees and makes a genuine difference in the financial health of millions, this is the place for you. Join us and lead the charge in a role where your contributions will help shape a better future for our customers and our company alike.
Join TrueML as a Technical Product Manager to guide our Data Science team in creating innovative machine learning solutions for fintech.
As a Senior Engineer I at TrueML, you'll leverage your technical expertise to enhance payment processing solutions that improve customer financial experiences.
As a Customer Specialist at Lane Bryant, you'll play a vital role in providing an exceptional shopping experience for customers while promoting inclusivity and empowerment.
Become a part of a dedicated nursing team at Banner - University Medical Center Tucson as a Registered Nurse in the Preadmission Testing department.
Join Houston Methodist as a Multimodality Technologist, where you will perform specialized diagnostic radiology procedures and provide vital support to our patient care team.
Join Experian as a Client Services Call Center Rep II and become a vital resource for automotive customers in this remote role.
Seeking a Licensed Clinician for inpatient psychiatric services in Dallas to join our interdisciplinary treatment team.
Become an Apprentice Bartender at MGM Resorts, where excitement and guest experience are the top priorities.
As a Customer Experience Manager at Five Below, you will inspire your team to deliver WOW customer service while maintaining an engaging store environment.
Retro is looking for an enthusiastic Front Desk Associate to be the first point of contact for visitors, fostering a friendly and organized atmosphere.
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
