Customer Engagement Unit Manager

Job Description

Job Description

Why Sentry Credit?

After 30 years in the debt resolutions space, Sentry Credit began our most exciting chapter yet by joining the TrueML family in 2025. Now, our story continues as we expand our team beyond Everett, WA and into Lenexa, KS; where we can partner more closely with TrueAccord as we revolutionize the debt resolution industry.

About This Role

We are looking for a strategic, results-driven Customer Engagement Unit Manager to lead and inspire a high-performing team of ~15 Collections Specialists. In this role, you will drive operational excellence and maximize recoveries while keeping the customer experience best-in-class. You will own real-time team operations, mentor your specialists, and directly impact our overall liquidation strategies in a collaborative, compliance-focused environment.

What You'll Do:

• Lead & Mentor: Own the growth and success of your team through weekly 1:1s, side-by-side call coaching, and targeted training that sharpens negotiation skills, call quality, and consumer engagement.

• Drive Performance & Accountability: Guide your team to meet and exceed key outreach KPIs, recovery targets, and promise/activation rates while fostering a supportive environment.

• Manage Daily Operations: Adjust real-time staffing, workflows, and schedules to maximize right-party contact opportunities and keep service levels high.

• Handle Escalations: Step in with strong leadership presence and de-escalation techniques to handle complex customer calls and emails smoothly.

• Ensure Compliance: Protect both the business and the consumer by ensuring all team activity fully aligns with internal policies, client requirements, FDCPA, Reg F, UDAAP, and state regulations.

• Optimize & Innovate: Analyze portfolio trends to spot performance gaps, refine contact strategies/talk tracks, and support the rollout of new tools and workflows.

• Build Culture: Design creative team-engagement activities to foster a collaborative, positive, and highly motivated team culture.

Who You Are:

• An Experienced Collections Leader: You bring 4+ years of total collections experience, including 2+ years of leadership in a call center or collections environment.

• A Skilled Coach & Communicator: You excel at developing talent, building trust, holding teams accountable, and guiding specialists toward consistent results.

• A Compliance & Strategy Expert: You have deep knowledge of collections operations, consumer negotiation techniques, and regulatory standards (FDCPA, Reg F, UDAAP, state laws).

• Data-Driven & Detail-Oriented: You know how to evaluate performance trends, identify operational gaps, and turn insights into actionable solutions.

• Tech-Savvy: You are comfortable utilizing dialers, CRM platforms, reporting dashboards, and workflow management systems to drive efficiency.

• Educated & Qualified: You hold a High School Diploma or equivalent (Bachelor's degree preferred) and are fluent in both English and a second language (Bilingual).

For U.S.-based hires, the overall base salary framework for this role currently spans $60,000 to $70,000 . The applicable base salary range for any individual hire depends on the geographic labor market associated with the employee’s primary work location, along with other factors such as relevant skills, experience, and qualifications.

Geographic labor markets are divided into "tiers" based upon a number of factors, including cost of living. Below, you'll find a few example cities representative of each tier:

• U.S. Geo Tier 3 (i.e.   Kansas City, Jacksonville, Indianapolis) 

We encourage you to speak with your recruiter to learn more about our compensation philosophy and to discuss our benefits, total rewards, and opportunities for growth.

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 Work & 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.