Customer Engagement Unit Manager

About the role

TrueML is expanding its operations in Lenexa, Kansas, following the integration of Sentry Credit. We are seeking a manager to oversee daily collections activities and mentor a team of specialists to improve consumer engagement and recovery outcomes.

Key facts

What you'll do

• Conduct weekly 1:1 meetings and provide call coaching to improve negotiation skills and service quality.
• Monitor and drive team performance against outreach KPIs, recovery targets, and activation rates.
• Manage daily staffing, shift scheduling, and workflow adjustments to maintain service levels.
• Resolve complex customer escalations using de-escalation techniques.
• Maintain strict adherence to FDCPA, Reg F, UDAAP, and state-level collections regulations.
• Analyze portfolio data to refine contact strategies and implement new operational tools.
• Organize team-building activities to maintain a positive and collaborative work environment.

Requirements

• 4+ years of total experience in the collections industry.
• 2+ years of experience in a leadership role within a call center or collections setting.
• High School Diploma or equivalent required; Bachelor degree preferred.
• Fluency in English and a second language is required.
• Ability to work onsite in our Lenexa office for all business functions.
• Capacity to occasionally lift up to 10 pounds and work outside standard hours when necessary.

Skills & tools

• Proficiency with dialers, CRM platforms, and reporting dashboards.
• Deep understanding of consumer negotiation techniques and regulatory compliance.
• Ability to interpret performance trends and operational data.

Practical notes

• This is a strictly onsite position requiring regular in-person attendance.
• Benefits include flexible vacation, medical/dental/vision insurance, retirement savings plans, and company-paid life and disability insurance.
• Additional perks include a wellness platform for you and five guests, parental leave, and a merchant discount program.
• Occasional local or international travel may be required.