Manager, Account Servicing Department (Back Office)

Lenexa, Kansas
TrueAccord – Operations /
Full-time /
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 dynamic leader with a passion for team success and growth to join our Account Servicing Back Office unit. This crucial department plays a key role in our debt collection process by handling inbound mail, processing payments, investigating and resolving disputes, and maintaining accounts to ensure compliance with client requirements and regulatory standards.

Role Overview:
The Collections Back Office Department Manager will oversee the collections back office team, ensuring efficient management of department activities, adherence to company policies, and compliance with industry regulations. This role requires a strategic leader with strong analytical skills, excellent communication abilities, and a proactive approach to problem-solving.

What you'll do:

    • Team Leadership and Development- 
    • Administer on-the-job training to support employee development and new process rollouts.
    • Provide ongoing feedback, coaching, and engagement to support employee growth.
    • Utilize appropriate and creative recognition methods and address performance issues promptly and effectively.
    • Operational Management-
    • Oversee daily operations of the collections back office department, ensuring timely and accurate processing of activities.
    • Develop, support, and track department initiatives in line with corporate strategies and goals.
    • Implement and monitor productivity enhancements to ensure operational success.
    • Collaboration and Communication-
    • Foster internal and external collaborations to improve department functions and enhance client satisfaction.
    • Build strong relationships with the team, stakeholders, and clients to ensure alignment and effective operations.
    • Compliance and Risk Management-
    • Ensure compliance with all relevant laws and regulations.
    • Implement risk management strategies to minimize potential losses.
    • Conduct regular audits to ensure adherence to policies and procedures.
    • Reporting and Analysis-
    • Prepare and present regular reports on department performance.
    • Use data to forecast trends and inform decision-making.
    • Monitor key performance indicators (KPIs) and take corrective actions as necessary.
    • Team Structure-
    • This position oversees Team Leads and 35 direct and indirect agents across a global footprint.

What We’re Looking For:

    • Education and Experience-
    • 5+ years of experience in a back office or operational role, with a minimum of 3 years in a managerial or leadership position
    • 3+ years of experience in the debt collection or financial services industry 
    • Skills and Competencies-
    • Exceptional leadership skills with a proven track record of results in coaching, mentoring and developing back office agents to meet and exceed established goals
    • Excellent communication skills, both written and verbal, with the ability to interact effectively with team members, stakeholders, and clients.
    • Strong analytical and problem-solving skills, with the ability to use data to make informed decisions.
    • Proficiency in using Microsoft Office Suite (Excel, Word, PowerPoint) and other relevant software. 
    • Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
    • Knowledge-
    • In-depth knowledge of back office operations and best practices.
    • Familiarity with regulatory requirements and compliance standards related to debt collection and financial services.
    • Personal Attributes-
    • Strong attention to detail and a commitment to accuracy.
    • Ability to work under pressure and meet tight deadlines.
    • Proactive and innovative mindset with a focus on continuous improvement.
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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