Customer Engagement Unit Manager at TrueML (Kansas City, MO)

| Kansas City, MO
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Why TrueAccord?
 
TrueAccord 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.

Position Summary:

We are looking for a highly motivated Customer Engagement Unit Manager to join our growing FinTech startup. Our Customer Engagement Team plays a key role in the success of the business, ensuring that our customers receive the best possible experience in accordance with our mission. Candidates for this position must demonstrate a passion for creating an outstanding customer and employee experience. You will be responsible for managing a team of Customer Engagement Specialists, delivering strong performance, and ensuring high-quality standards are met while maximizing employee engagement and morale. In addition, this role will work closely with all TrueAccord teams to improve our platform by providing valuable feedback on product performance.

Responsibilities:

  • Supervise, train and manage staff of 15 collections specialists:
  • Meet weekly with direct reports for performance metrics review and professional development
  • Provide timely feedback and hold the team accountable to the highest standards
  • Facilitate regularly scheduled staff meetings
  • Perform semi-annual staff reviews; establish individual goals for development
  • Motivate employees to reach departmental goals and objectives while driving high engagement
  • Facilitate ongoing performance management
  • Train and assist staff to handle work volume and issues, in accordance with the company’s policies, procedures, and compliance guidelines
  • Support the daily operations of the Customer Engagement team, managing “real-time” work volumes and providing service to customers, clients, and staff
  • Identify trends and escalate issues to the Customer Engagement team’s management in a timely manner to enhance customer experience, improve policies and procedures and minimize risk
  • Participate in daily scheduling for call / email / web chat volumes and adherence to the company’s service level agreements (SLA)
  • Identify, recommend and support the implementation of programs for the improvement of call center processes
  • Respond to real-time customer issues / incidents / escalated calls and emails

Qualifications:

  • High school diploma (or equivalent) required, Bachelor's Degree preferred
  • 4+ years of collections experience with 2+ years in Call Center management preferred
  • Strong communication and interpersonal skills
  • Strong attention to detail and critical thinking
  • Ability to manage multiple tasks/projects and deadlines simultaneously
  • Ability to work in a fast-paced environment and adapt quickly to change
  • Exceptional leadership skills with a proven track record of results in coaching, mentoring, and developing call center agents to meet and exceed established goals
  • Ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success
  • Ability to lead a team with a strong commitment to a positive, constructive, and progressive work environment aligned with TrueAccord’s core values
  • Proficient computer skills

The TrueAccord Culture
TrueAccord is a distributed company with a major presence in the San Francisco Bay Area and Lenexa, KS. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. 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.

Our Dedication to Diversity & Inclusion
TrueAccord is an equal opportunity employer. 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.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypescriptLanguages
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • Google BigQuery (migrating to Snowflake)Databases
    • AWSDatabases

What are TrueML Perks + Benefits

TrueML Benefits Overview

We offer:
*** Unlimited PTO policy
*** Paid training
*** Paid Volunteer Time Off
*** We promote work/life harmony
*** Paid holidays
*** Health (PPO and HMO), dental, and vision benefits
*** 401K with matching!

TrueAccord covers 95% of the premium cost for employees’ and 65% for their dependents’ medical, dental and vision coverage. TrueAccord covers 100% of the premium for employee Basic life and AD&D, and short- and long-term disability coverage.

Culture
Volunteer in local community
Recently, we've been forming volunteer and donation plans in the communities where our offices are located as a way to do our part in any way we can! More details on this soon.
Friends outside of work
Eat lunch together
Intracompany committees
Our Employee Experience Committee is comprised of employees from across the company! They facilitate DEI sessions, host fun events, and help recognize outstanding performance within the company!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Healthcare Limit: $2,750 Dependent Care Limit (12 and under + elder care): $5,000
Disability Insurance
Dental Benefits
MetLife Dental PPO, please ask recruiter for specific details.
Vision Benefits
MetLife Vision, please ask recruiter for specific details.
Health Insurance Benefits
We offer Kaiser Permanente (HMO in California only) and two different United Health Care PPOs. Please ask recruiter for details.
Life Insurance
Life insurance is equal to 2 times an employee's annual salary up to $500,000.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Managed by Empower Retirement.
401(K) Matching
TrueAccord contributes $1 for every $1 you contribute, up to 3% of pay for your 401k, and $.50 for every $1 you contribute, up to 5% for your Roth. Eligible on date of hire.
Company Equity
TrueAccord offers stock options to employees with a vesting period of 7 years! We believe in the power of equity, which is why our vesting period is long.
Performance Bonus
Bonuses are based on performance on an annual cycle.
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
While only certain positions are 100% remote, we have a flexible WFH policy. All WFH details are discussed and determined with your manager.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Company Outings
TrueAccord hosts a company outing during the summer!
Free Daily Meals
Employees get free lunch on Tuesday, Wednesday, Thursday in the San Francisco Office.
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Pet Friendly
Our San Francisco office is a dog friendly office.
Professional Development Benefits
Job Training & Conferences
TrueAccord offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Some departments, like Engineering and Product, like hold lunch and learns. These happen semi-monthly.
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

Employee Assistance Program (EAP): Claremont EAP assists with everyday challenges of life which may affect your health, family life, and desire to excel at work. It is available 24/7 and confidential.

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