Customer Engagement Unit Manager (Bilingual)
AI Summary
Leads and mentors a ~15-person collections team, driving operational excellence, recovery targets, and customer experience while ensuring regulatory compliance.
About this role
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 (Bilingual) 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).
