Unit Manager, Speciality Account Handling

What You'll Do:

Lead & Inspire: Coach, develop, and mentor a talented team of specialists, setting clear expectations for quality and performance while actively supporting their career growth and engagement .

Own the Workflow: Manage day-to-day operations, inventory prioritization, and resource allocation to ensure complex cases (like disputes, complaints, bankruptcy, and fraud) are resolved accurately and efficiently .

Deliver for Clients: Take ownership of client-specific service level agreements (SLAs), partnering closely with cross-functional teams to exceed contractual expectations and confidently support client audits .

Safeguard Compliance: Maintain strict audit readiness by monitoring quality performance, identifying operational risks, and implementing strong internal controls to align with regulatory requirements .

Drive Innovation: Analyze performance metrics and collaborate with Technology and Automation teams to standardize processes, eliminate backlogs, and build a highly scalable operation .

Who You Are:

An Experienced Leader: You bring 3+ years of people management experience within financial services, servicing operations, compliance, collections, or a similarly complex operational environment .

A Regulatory Navigator: You have a proven track record of managing workflows tethered to strict regulatory or client compliance standards .

A Problem Solver: You possess strong analytical skills and the organizational agility to manage competing priorities and tight deadlines in a fast-paced environment .

An Effective Communicator: You know how to motivate a team, collaborate with stakeholders, and deliver clear, actionable feedback .

An Industry Insider (Preferred): You ideally bring specialized knowledge of FCRA, FDCPA, UDAAP, CFPB, or bankruptcy regulations, and have experience guiding teams through operational transformations or formal audits .