Collections Unit Manager ID-12187

April 21, 2025

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.

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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

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