Customer Engagement Unit Manager (Bilingual)

TrueML•Lenexa, KS

1d•Onsite

About The Position

We are looking for a strategic, results-driven Customer Engagement Unit Manager (Bilingual) to lead and inspire a high-performing team of ~15 Collections Specialists. In this role, you will drive operational excellence and maximize recoveries while keeping the customer experience best-in-class. You will own real-time team operations, mentor your specialists, and directly impact our overall liquidation strategies in a collaborative, compliance-focused environment.

Requirements

4+ years of total collections experience, including 2+ years of leadership in a call center or collections environment.
Excel at developing talent, building trust, holding teams accountable, and guiding specialists toward consistent results.
Deep knowledge of collections operations, consumer negotiation techniques, and regulatory standards (FDCPA, Reg F, UDAAP, state laws).
Ability to evaluate performance trends, identify operational gaps, and turn insights into actionable solutions.
Comfortable utilizing dialers, CRM platforms, reporting dashboards, and workflow management systems to drive efficiency.
High School Diploma or equivalent.
Fluent in both English and a second language (Bilingual).

Nice To Haves

Bachelor's degree

Responsibilities

Lead & Mentor: Own the growth and success of your team through weekly 1:1s, side-by-side call coaching, and targeted training that sharpens negotiation skills, call quality, and consumer engagement.
Drive Performance & Accountability: Guide your team to meet and exceed key outreach KPIs, recovery targets, and promise/activation rates while fostering a supportive environment.
Manage Daily Operations: Adjust real-time staffing, workflows, and schedules to maximize right-party contact opportunities and keep service levels high.
Handle Escalations: Step in with strong leadership presence and de-escalation techniques to handle complex customer calls and emails smoothly.
Ensure Compliance: Protect both the business and the consumer by ensuring all team activity fully aligns with internal policies, client requirements, FDCPA, Reg F, UDAAP, and state regulations.
Optimize & Innovate: Analyze portfolio trends to spot performance gaps, refine contact strategies/talk tracks, and support the rollout of new tools and workflows.
Build Culture: Design creative team-engagement activities to foster a collaborative, positive, and highly motivated team culture.