Unit Manager, Speciality Account Handling

About the role

TrueAccord, a TrueML subsidiary, uses machine learning combined with human-centered methods to reshape how debt resolution works for the 70+ million Americans affected annually. This position calls for an operational leader who can guide a specialized team through highly regulated, intricate workflows while balancing compliance demands with strong people management.

Key facts

What you'll do

• Coach and develop a team of specialists, establishing clear quality and performance standards while supporting individual career progression
• Oversee daily operations including inventory prioritization and resource distribution for complex cases such as disputes, complaints, bankruptcy, and fraud matters
• Own client service level agreements and partner with other departments to surpass contractual targets and support client audits
• Maintain audit readiness through quality monitoring, risk identification, and implementation of internal controls aligned with regulatory standards
• Review performance data and work with Technology and Automation teams to standardize processes, clear backlogs, and build scalable operations

Requirements

• 3+ years of people management experience in financial services, servicing operations, compliance, collections, or a comparable operational setting
• Demonstrated ability to manage workflows governed by strict regulatory or client compliance standards
• Strong analytical capabilities with organizational flexibility to handle competing priorities and tight deadlines
• Clear communication skills for motivating teams, working with stakeholders, and providing actionable feedback

Nice to have

• Specialized knowledge of FCRA, FDCPA, UDAAP, CFPB, or bankruptcy regulations
• Experience leading teams through operational transformations or formal audits

Skills & tools

• People leadership and team development
• Compliance and regulatory workflow management
• Performance metrics analysis
• Cross-functional collaboration
• Process standardization and improvement

Practical notes

• Role involves computer-based work with extended screen time and standard office technology
• May require occasional flexibility outside standard business hours for cross-time-zone collaboration
• Occasional local or international travel may be needed
• Lifting of office materials up to 10 pounds may occur
• Benefits include flexible vacation, medical/dental/vision coverage, traditional and Roth retirement options, company-paid disability and life insurance, Flexible Spending Account and Limited FSA, parental leave, volunteer and voting time off, wellness platform access for employee plus 5 friends or family, and PerkSpot discount program covering 900+ merchants