Unit Manager, Speciality Account Handling

TrueML•Lenexa, KS

16h•Onsite

About The Position

TrueAccord, a subsidiary of TrueML, is a company focused on debt resolution using a combination of machine learning and a human-based approach. They aim to improve the experience of consumers dealing with debt by offering personalized digital solutions. The company is seeking an operational leader to manage a team of specialists who handle complex, regulated, and critical workflows. This role involves bridging regulatory precision with people leadership, focusing on dispute resolution, compliance, and specialized account handling. The primary goals are to empower the team, meet client service-level commitments, and drive continuous process improvements for operational excellence.

Requirements

3+ years of people management experience within financial services, servicing operations, compliance, collections, or a similarly complex operational environment.
Proven track record of managing workflows tied to strict regulatory or client compliance standards.
Strong analytical skills and organizational agility to manage competing priorities and tight deadlines in a fast-paced environment.
Effective communication skills to motivate a team, collaborate with stakeholders, and deliver clear, actionable feedback.

Nice To Haves

Specialized knowledge of FCRA, FDCPA, UDAAP, CFPB, or bankruptcy regulations.
Experience guiding teams through operational transformations or formal audits.

Responsibilities

Lead, coach, develop, and mentor a team of specialists, setting clear expectations for quality and performance, and supporting their career growth and engagement.
Manage day-to-day operations, inventory prioritization, and resource allocation to ensure accurate and efficient resolution of complex cases (disputes, complaints, bankruptcy, fraud).
Take ownership of client-specific service level agreements (SLAs), partnering with cross-functional teams to exceed contractual expectations and support client audits.
Maintain audit readiness by monitoring quality performance, identifying operational risks, and implementing strong internal controls aligned with regulatory requirements.
Analyze performance metrics and collaborate with Technology and Automation teams to standardize processes, eliminate backlogs, and build a scalable operation.