Account Servicing Unit Manager - Lenexa, KS, United States - Viola

Description

As a Unit Manager of our back office Account Servicing Specialists, you'll be responsible for delivering strong performance, ensuring high quality standards are met, and maximizing employee engagement and morale.

In addition, you'll work closely with all TrueAccord teams to improve our platform by providing feedback on our product performance.

Supervise a team of 15-20 Account Servicing Specialists, oversee day-to-day operations within the unit and ensure tasks are completed accurately and on time
Deliver all training and development needs for assigned team, evaluating performance against goals and driving results at the agent, team and department level
Monitor and drive results, ensuring agent and team adherence to policies and procedures, while meeting internal and external service levels
Facilitate ongoing performance management; Identify trends and escalate issues to the Sr Leadership Team in a timely manner to enhance customer/client experience, improve policies and procedures and minimize risk
Identify, recommend and support the implementation of programs for the improvement of back office processes, increase productivity and reduce cost

Create, maintain and distribute reporting and conduct time study analysis that adds insight to the client inventory reconciliations, payment file management, exception report review, and SFTP tracking process.

4+ years of collections experience with 2+ years in Back Office management
~ Exceptional leadership skills with a proven track record of results in coaching, mentoring and developing back office agents to meet and exceed established goals
~ Demonstrated proficiency in process management methodologies and a proven track record of fostering a continuous process improvement mindset within teams or organizations
~ Ability to organize, analyze and interpret significant data in a structured manner to make sound business recommendations and/or decisions; Ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success
~ Successfully work in a fast paced environment, manage multiple tasks/projects and deadlines simultaneously and adapt quickly to change
~ Fluent with Microsoft Office and other Google and Windows-based programs (Word, PowerPoint, Sheets, etc.)
~ Medical benefit contributions in congruence with local laws and type of employment agreement

Our teams are crafting solutions to big problems every day. Our Dedication to Diversity & Inclusion

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability statusPandoLogic.