Manager, Collections & Account Recovery (Sentry Credit)TrueML • Everett, WA, US
Manager, Collections & Account Recovery (Sentry Credit)
TrueML • Everett, WA, US
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job_description.job_card.job_description4+ years supervisory experience within a high-volume call-center environment 2+ years leadership experiences 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.
Job Description
Job Description
About this Role :
The Collections Unit Manager is responsible for leading and developing a high-performing team of 15-20 Collections Specialists in a fast-paced, compliance-driven, and highly competitive environment. This role requires strong leadership, performance-focused coaching, and operational oversight to consistently exceed departmental goals. A key priority of this role is fostering a goal-focused, highly motivated, and engaging work environment that develops people and drives both individual and team success through data-informed decisions, high-impact feedback, and continuous improvement—all while ensuring a best-in-class customer experience and strict adherence to regulatory guidelines.
What You'll Do :
- 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.
Who You Are (Qualifications) :
The role qualifies for additional, non-guaranteed, performance-based monthly incentives.
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