Customer Engagement 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.
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 front line Customer Engagement 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.
Hours:
Monday through Friday, 7:00am to 4:00pm and every fourth Saturday from 8:00am to 12:00pm.

What You'll Do:

• Supervise a team of 15 Customer Engagement Specialists (CES) working on accounts that are in the recovery stages of collections 
• 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 delivering exceptional customer service
• Facilitate ongoing performance management; including development, accountability discussions and promotion recommendations
• Perform semi-annual staff reviews; establish individual goals for development
• Motivate employees to reach departmental goals and objectives while driving high engagement
• Identify trends and escalate issues to the Customer Engagement team’s management in a timely manner to enhance customer experience, improve policies and procedures and minimize risk
• Identify, recommend and support the implementation of programs for the improvement of call center processes
• Respond to real time customer issues / incidents / escalated calls and emails

What We're Looking For:

• 4+ years of collections experience with 2+ years in Call Center management
• High school diploma (or equivalent) required
• Exceptional leadership skills with a proven track record of results in coaching, mentoring and developing call center agents to meet and exceed established goals
• Ability to lead a team with a strong commitment to positive, constructive and progressive work environment aligned with TrueAccord’s core values
• Ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Ability to work in a fast paced environment and adapt quickly to change
• Proficient computer skills
• Strong communication and interpersonal skills
• Strong attention to detail and critical thinking

Preferred Qualifications:

• Bachelor's Degree preferred

Salary Disclosure
$60,000 to $65,000
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors.
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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