TrueML

Customer Engagement Unit Manager (Bilingual)

Lenexa, Kansas

Sponsorship not specified$60k-$70kDetected 15 hours ago

CRMNegotiationExcelLeadershipCollaborationMentoring

About the role

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.

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.
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.
A Skilled Coach & Communicator: You excel at developing talent, building trust, holding teams accountable, and guiding specialists toward consistent results.
Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role.
Such roles may require occasional flexibility outside of standard business hours to support business needs, cross-time-zone collaboration, or key meetings.

An Experienced Collections Leader: You bring 4+ years of total collections experience, including 2+ years of leadership in a call center or collections environment.
A Compliance & Strategy Expert: You have deep knowledge of collections operations, consumer negotiation techniques, and regulatory standards (FDCPA, Reg F, UDAAP, state laws).
Data-Driven & Detail-Oriented: You know how to evaluate performance trends, identify operational gaps, and turn insights into actionable solutions.
You bring 4+ years of total collections experience, including 2+ years of leadership in a call center or collections environment.
You have deep knowledge of collections operations, consumer negotiation techniques, and regulatory standards (FDCPA, Reg F, UDAAP, state laws).
Occasional local and/or international travel may also be required.
You hold a High School Diploma or equivalent (Bachelor's degree preferred) and are fluent in both English and a second language (Bilingual).

Educated & Qualified: You hold a High School Diploma or equivalent (Bachelor's degree preferred) and are fluent in both English and a second language (Bilingual).

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

Design creative team-engagement activities to foster a collaborative, positive, and highly motivated team culture.
Most of the information we have is provided to us by you and/or collected as part of the employment process.
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