Why TrueAccord?
Debt collection is failing consumers. Every year, 77 Million Americans have negative experiences with the collections process, and they deserve a better approach – one that is more relevant, more digital, and less abrasive. That’s why banks, lenders, and industry leaders are coming to TrueAccord for innovative solutions recovering outstanding receivables.
TrueAccord is a category-defining company. We combine machine learning with a human based approach to assist both clients and consumers through a challenging financial process. With a world-class leadership team, passionate and driven team members, and a diverse and growing client base, TrueAccord is well positioned for continued success. Come join our team and disrupt a multi-billion dollar industry that’s been waiting for change.
The Role Summary:
Process Managers thrive in understanding how things work – that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls in place – and then making them better. As a Process Manager, you will work with extended teams across the organization to manage and improve our business processes.
This role will support our Contact Center Operations teams, both front line and back office functions, through the development of new processes, updating existing process documents, facilitating working teams, implementing process changes, testing/verifying process changes, and building proper monitor and controls.
Essential Responsibilities:
- Manage the daily process flow including process measurement, analysis, and responding to breakdowns as needed
- Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers and clients
- Leverage Service Design methodology to define and implement best in class customer, client and agent experiences
- Collaborate with various departments in different locations to develop and execute effective processes
- Use a variety of Lean and Six Sigma techniques and tools to design, manage and improve processes
- Maintain knowledge of operational procedures and ensure documentation is relevant and updated
- Perform quality assurance routines on existing processes
- Proactively identify and mitigate risk by implementing well-managed processes and the use of quality management tools
- Provide oversight of the daily process flow including process performance, analysis, and responding to breakdowns as needed
- Create and manage policies and procedures to comply with regulations and client requirements
Qualifications, Skills, and Experience:
- At least 5 years of experience designing and managing processes
- At least 5 year experience working in a cross-functional environment
- Demonstrated skills at conducting accurate needs analysis, solving problems, assessing capabilities, and managing process development.
- Ability to translate ambiguous or undocumented processes into easily understood process flows and build supporting documentation to illustrate current-state and desired-state scenarios.
- Experience working in call centers and collections to understand how to comply with laws and regulations
- Experience in developing and creating policy documents, experience writing and implementing procedures, turn theory into practice
- Develop and create automated reports, alerts, and controls, using technology tools and make data driven decisions.
- Excellent communication skills, ability to coordinate between different teams and come up with creative solutions, while pushing back when necessary
What TrueAccord offers you + Culture & Benefits
TrueAccord is headquartered in San Francisco and opened a new office in Lenexa, KS in April 2019. We offer a healthy work environment that continuously builds an inclusive & diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change (and a strong Giphy game).
We promote work/life harmony and increased productivity. Company events are held for all our teams to come together, have fun and learn about one another.
Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
Our Dedication to Diversity & Inclusion
TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this make 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, or disability status.
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