Unit Manager, Speciality Account Handling

Job Description

Job Description

Why TrueAccord?

TrueAccord, a wholly owned subsidiary of TrueML, 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.

We are looking for a dynamic operational leader to guide a high-performing team of specialists handling our most complex, regulated, and critical workflows. In this role, you will bridge the gap between regulatory precision and people leadership, driving execution across dispute resolution, compliance, and specialized account handling. Your primary goal will be to empower your team, meet critical client service-level commitments, and champion continuous process improvements that elevate our operational excellence.

What You'll Do:

• Lead & Inspire: Coach, develop, and mentor a talented team of specialists, setting clear expectations for quality and performance while actively supporting their career growth and engagement.

• Own the Workflow: Manage day-to-day operations, inventory prioritization, and resource allocation to ensure complex cases (like disputes, complaints, bankruptcy, and fraud) are resolved accurately and efficiently.

• Deliver for Clients: Take ownership of client-specific service level agreements (SLAs), partnering closely with cross-functional teams to exceed contractual expectations and confidently support client audits.

• Safeguard Compliance: Maintain strict audit readiness by monitoring quality performance, identifying operational risks, and implementing strong internal controls to align with regulatory requirements.

• Drive Innovation: Analyze performance metrics and collaborate with Technology and Automation teams to standardize processes, eliminate backlogs, and build a highly scalable operation.

Who You Are:

• An Experienced Leader: You bring 3+ years of people management experience within financial services, servicing operations, compliance, collections, or a similarly complex operational environment.

• A Regulatory Navigator: You have a proven track record of managing workflows tethered to strict regulatory or client compliance standards.

• A Problem Solver: You possess strong analytical skills and the organizational agility to manage competing priorities and tight deadlines in a fast-paced environment.

• An Effective Communicator: You know how to motivate a team, collaborate with stakeholders, and deliver clear, actionable feedback.

• An Industry Insider (Preferred): You ideally bring specialized knowledge of FCRA, FDCPA, UDAAP, CFPB, or bankruptcy regulations, and have experience guiding teams through operational transformations or formal audits.

This information reflects the anticipated base salary range for this position based on current national/regional data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

What We Offer (Perks & Benefits)

• Flexible vacation

• Medical/dental/vision insurance

• Traditional/Roth retirement savings options

• Company-paid disability and life insurance

• Flexible Spending Account & Limited FSA

• Family-friendly parental leave, volunteer and voting time off

• On-demand wellness platform access for you and 5 friends and family

• PerkSpot discount program for 900+ merchants nationwide

Onsite & Physical Requirements

This is an onsite position based in our local office and regular,  in-person attendance is an essential function of the role. The position requires collaboration, participation in in-person meetings, access to office resources, and partnership with cross-functional teams.

This role is primarily performed in a professional office environment and involves computer-based work, including extended periods working at a computer, using standard office technology, and communicating through verbal, written, and digital channels. The role may require moving throughout the office and occasionally lifting or moving office materials up to <10 pounds. 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. Occasional local and/or international travel may also be required.

Personally Identifying Information

We collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy.

Dedication to Diversity & Inclusion

We are  an equal opportunity employer. We promote, value, and thrive with a diverse and 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, disability status, or other protected characteristics.