The posting
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.
About This Role
As a Collections Specialist, you will empower consumers to navigate the repayment process with dignity and clarity. Joining our team to drive impactful account resolution, your critical goal is to deliver empathetic, high-quality support while guiding customers toward realistic financial solutions through various communication channels, including email messaging, inbound call handling, and outbound dialing.
We are hiring for our class starting on November 9 with a schedule of Monday through Friday, 9:30 a.m.- 6 p.m.
What You'll Do:
- Own the Customer Journey: Engage consumers and authorized third parties across inbound and outbound dialing, email messaging, and other supported channels to answer account inquiries and resolve balances.
- Negotiate & Problem-Solve: Partner with consumers to understand their financial circumstances, uncover their needs, and negotiate viable repayment plans.
- Maintain Accurate Records: Document all customer interactions, commitments, and account updates within internal systems with precision.
- Uphold Compliance: Ensure every interaction adheres to established collection procedures, client standards, and regulatory compliance expectations.
- Drive Operational Excellence: Manage your daily queue efficiently to meet key performance, quality, and productivity benchmarks.
- Recognize Escalations: Identify complex or sensitive scenarios that require additional review and collaborate with leadership to resolve them.
Who You Are:
- Communicator & Negotiator: You have strong verbal and written communication skills and know how to de-escalate tough situations with empathy and active listening
- Detail-Oriented & Organized: You possess sharp critical-thinking skills, strong time management, and meticulous attention to record-keeping.
- Adaptable Learner: You thrive in a fast-paced environment and comfortably navigate new account management systems, evolving policies, and client expectations.
Qualifications:
- High school diploma or GED required.
- 1 year of experience in customer service, contact centers, collections, or a related client-facing role (Note: Candidates bringing direct collections experience are eligible for additional compensation opportunities)
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.
