Back Office Lead (Account Servicing/Collections)


Lenexa, KS, US
  • Job Type: Full-Time
  • Function: Administration
  • Post Date: 02/20/2021
  • Website:
  • Company Address: 303 2nd Street Suite 750, South Tower, San Francisco, CA, 94107

About TrueAccord

TrueAccord is the leader in digital collections. By focusing on great user experiences, TrueAccord provides businesses with superior debt collection results. Our machine learning platform adapts to consumer behavior with personalized and empathetic communications to deliver the right payment option at the right time and channel.

Job Description

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.
The Role:
As a Back Office Lead specialist on the Account Servicing Team, you will be responsible for assisting the Account Servicing Manager with a team of Account Servicing Specialists. You will partner with leadership to maximize agent performance, foster a highly engaged culture, and drive revenue for both the client and our organization.

Lead Specialist Duties & Responsibilities:

    • Coaching & Development:
    • Assist in assignment of daily tasks to effectively meet defined service levels
    • Monitor workflows to ensure execution of work based on volumes and adjust staffing assignments as necessary
    • Support in training, coaching, and developing team members in all areas of performance including process adherence and quality assurance
    • Conduct side by sides with associates needing additional help 
    • Facilitate discussions with the Account Servicing Manager focused on achieving goals, ensuring improvement, and maintaining efficient productivity
    • Support strategies to maximize team performance and employee satisfaction
    • Handle specific escalated account cases and ensure timely resolution

Daily Responsibilities:

    • Work daily Looker Reports that ensure department quality standards are met and account maintenance is executed
    • Publish daily, weekly, and monthly performance reporting
    • Act as a SME for department to answer procedural questions and assist agents in resolving complex issues
    • Handle escalated account issues and works directly with business partners to facilitate problem resolution in a timely and efficient manner
    • Support Account Servicing work volumes as needed 
    • Assist in the training of newly hired Account Servicing Specialists
    • Assist in communicating policy updates and company information in team meetings and one-on-one development sessions
    • Document all escalated cases and any coaching and development sessions in appropriate client database in a timely manner
    • Assist in ensuring procedures are updated  
    • Recognize consistent problem areas and report them to a higher level for action
    • Develop and implement fun and creative incentive programs 
    • Support leadership with additional assigned responsibilities to ensure the department is well managed and client, consumer, and agent needs are met

Qualifications, Skills, and Experience

    • 9+ months of professional leadership experience, with back office experience preferred
    • Ability to communicate effectively both orally and in writing
    • Strong interpersonal skills, team player
    • Extremely detail-oriented, organized, systematic, and accurate
    • Strong leadership skills, demonstrated by being a role model with actions and words
    • Excellent organizational and time management skills, with a strong ability to multitask and manage conflicting priorities
    • Proficient in Microsoft Office, especially Excel
    • Ability to work in a fast paced environment
    • Flexibility with schedule to accommodate business needs
    • Proven ability to deliver an exceptional customer experience and effectively de-escalate when needed
What TrueAccord offers you + Culture & Benefits
TrueAccord is headquartered in San Francisco and opened a new office in Lenexa, KS in April 2019.  We offer a healthy work environment that continuously builds an inclusive & 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 (and a strong Giphy game).
We promote work/life harmony and increased productivity.  Company events are held for all our teams to come together, have fun and learn about one another. 
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 make 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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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.