Manager, Collections & Account Recovery (Sentry Credit) at TrueML

Everett, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, CollectionsIndustries

Requirements

4+ years supervisory experience within a high-volume call-center environment OR 2+ years leadership experience within the Collections industry (supervisor, team lead, manager, etc.)
Proven ability to lead, coach, and inspire high-performing teams in a collections or contact center environment
Excellent coaching, communication, and interpersonal skills, with the ability to motivate diverse personalities
Experience using data, QA results, and performance dashboards to identify gaps and coach for improvement
Deep understanding of collections practices, FDCPA, and compliance regulations
Strong attention to detail, critical thinking, and problem-solving capabilities
Demonstrated success in driving KPIs through people development and managing performance in a results-oriented environment
Ability to lead through change, encourage innovation, and foster continuous improvement

Responsibilities

Lead, supervise, and develop a team of 15–20 Collections Specialists, providing regular 1:1 coaching, feedback, and performance reviews
Drive performance, quality, and compliance outcomes through effective goal-setting, monitoring, and accountability
Collaborate with QA, Training, Compliance, and cross-functional teams to monitor calls, complete quality reviews, and ensure legal adherence, effective collections, and consumer-focused interactions
Analyze performance trends, address escalated issues, and implement improvement plans when needed
Motivate and recognize employees to foster a culture of performance, growth, and engagement
Support hiring, onboarding, and ongoing development in a collaborative and inclusive team environment

Skills

Team Leadership

Performance Coaching

Call Center Management

Quality Assurance

Compliance

Data Analysis

Goal Setting

Employee Motivation

Collections

Account Recovery

TrueML

Fintech solutions for debt collection and management

About TrueML

TrueML operates in the financial technology sector, focusing on enhancing the financial services experience for consumers. Its main product, TrueAccord, is a digital platform that streamlines debt collection and recovery, using intelligent technology to improve outcomes for businesses while ensuring a positive experience for consumers. TrueML also offers True Life Solutions, which includes consumer-facing tools like Engage, a communication platform that connects consumers with debt collectors and creditors, helping them manage and pay down debts. Unlike many competitors, TrueML emphasizes inclusivity and customer-friendliness in its approach to financial services. The company's goal is to make financial services accessible to everyone, regardless of their financial situation, and to transform the often challenging experience of managing debts into a more manageable and respectful process.

16011 College Blvd Suite 130, Lenexa, KS 66219, USAHeadquarters

2013Year Founded

$199.9MTotal Funding

VENTURE_UNKNOWNCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Unlimited Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

401(k) Retirement Plan

Family Planning Benefits

Mental Health Support

Wellness Program

Risks

Emerging fintech startups may erode TrueML's market share with similar solutions.

Consumer privacy regulations like GDPR could impact TrueML's operations significantly.

Economic downturns may challenge TrueML's ability to recover debts effectively.

Differentiation

TrueML uses machine learning to personalize debt collection outreach across digital channels.

TrueAccord platform optimizes debt recovery while enhancing customer experience and brand loyalty.

True Life Solutions offers tools like Engage to help individuals manage and pay down debts.

Upsides

Retain product recovered $375 million in past-due balances since January 2023.

Thomas Overton's appointment as CTO enhances focus on machine learning capabilities.

Retain reduces operational costs by automating delinquency communications, increasing efficiency.

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