Customer Engagement Supervisor - Collections - Lenexa, KS

Lenexa, KS
Customer Engagement – Account Services
Full-time
Why TrueAccord?

Debt collection is failing consumers. Every year, 77 Million Americans have negative experiences with the collections process, and they deserve a better approach - one that is more relevant, more digital, and less abrasive. That’s why banks, lenders, and industry leaders are coming to TrueAccord for innovative solutions recovering outstanding receivables.

TrueAccord is a category-defining company. We combine machine learning with a human based approach to assist both clients and consumers through a challenging financial process. With a world-class leadership team, passionate and driven team members, and a diverse and growing client base, TrueAccord is well positioned for continued success. Come join our team and disrupt a multi-billion dollar industry that’s been waiting for change.


Responsibilities:

    • Supervise, train and manage staff of 9-12 collections specialists:
    • Meet weekly with direct reports for performance metrics review and professional development
    • Provide timely feedback and hold the team accountable to the highest standards
    • Facilitate regularly scheduled staff meetings
    • Perform semi-annual staff reviews; establish individual goals for development
    • Motivate employees to reach departmental goals and objectives
    • Facilitate ongoing performance management
    • Train and assist staff to handle work volume and issues, in accordance with the company’s policies, procedures and compliance guidelines

    • Support the daily operations of the Customer Engagement team, managing “real time” work volumes and providing service to customers, clients and staff
    • 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
    • Participate in daily scheduling for call / email volumes and adherence to the company’s service level agreements (SLA)
    • 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.

Qualifications:

    • Strong communication and interpersonal skills
    • Strong attention to detail and critical thinking
    • Ability to manage multiple tasks/projects and deadlines simultaneously
    • Ability to work in a fast paced environment and adapt quickly to change
    • 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 support and maintain a team environment where collaboration and the knowledge transfer process are critical for success
    • Ability to lead a team with a strong commitment to positive, constructive and progressive work environment aligned with TrueAccord’s core values
    • Proficient computer skills
    • High school diploma (or equivalent) required, Bachelor's Degree preferred
    • 5+ years of collections experience with 2+ years in Call Center management preferred
TrueAccord is headquartered in San Francisco and opening a new center of excellence in Lenexa, KS.  We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves.  We are a dynamic group of people who are subject matter experts with a passion for change. We offer:
--Generous paid time off
--Paid training
--Monday - Friday schedules
--Paid holidays
--Health, dental and vision benefits
--401K
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.

What TrueAccord offers you + Culture & Benefits

TrueAccord is headquartered in San Francisco and opening a new office in Lenexa, KS.  We offer a healthy work environment that continuously builds an inclusive & diverse culture where everyone is able to develop the best version of themselves.  We are a dynamic group of people who are subject matter experts with a passion for change (and a strong Giphy game).

We promote work/life harmony and increased productivity.  Company events are held for all our teams to come together, have fun and learn about one another. 

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.


Our Dedication to Diversity & Inclusion

TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this make 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.