Back Office Unit Manager (Account Servicing)
TrueAccord
Lenexa, KS, USA
Posted on Saturday, May 4, 2024
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.
The Opportunity:
We are looking for a self-motivated leader who’s passionate and dedicated to their team’s success and growth. As a Unit Manager of our back office Account Servicing Specialists, you’ll be responsible for delivering strong performance, ensuring high quality standards are met, and maximizing employee engagement and morale. In addition, you'll work closely with all TrueAccord teams to improve our platform by providing feedback on our product performance.
What You'll Do
- Supervise a team of 15-20 Account Servicing Specialists, oversee day-to-day operations within the unit and ensure tasks are completed accurately and on time
- Deliver all training and development needs for assigned team, evaluating performance against goals and driving results at the agent, team and department level
- Monitor and drive results, ensuring agent and team adherence to policies and procedures, while meeting internal and external service levels
- Facilitate ongoing performance management; including development, and accountability discussions
- Motivate employees to reach departmental goals and objectives while driving high engagement
- Identify trends and escalate issues to the Sr Leadership Team in a timely manner to enhance customer/client experience, improve policies and procedures and minimize risk
- Identify, recommend and support the implementation of programs for the improvement of back office processes, increase productivity and reduce cost
- Create, maintain and distribute reporting and conduct time study analysis that adds insight to the client inventory reconciliations, payment file management, exception report review, and SFTP tracking process.
- Handle escalated issues or inquiries from team members or external stakeholders, resolving them in a timely manner
- Compliance with FDCPA, HIPAA, FERCA, UDAAP, PCI DSS, State & Federal regulations
- Other duties as assigned
What We're Looking For:
- 4+ years of collections experience with 2+ years in Back Office management
- Exceptional leadership skills with a proven track record of results in coaching, mentoring and developing back office agents to meet and exceed established goals
- Demonstrated proficiency in process management methodologies and a proven track record of fostering a continuous process improvement mindset within teams or organizations
- Ability to organize, analyze and interpret significant data in a structured manner to make sound business recommendations and/or decisions; attention to detail and problem-solving abilities
- Ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success
- Successfully work in a fast paced environment, manage multiple tasks/projects and deadlines simultaneously and adapt quickly to change
- Fluent with Microsoft Office and other Google and Windows-based programs (Word, PowerPoint, Sheets, etc.)
- Great communication skills, with an ability to frame messages appropriately for technical and non-technical audiences
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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