Full-Time
Collections & Account Recovery Manager
Sentry Credit
Posted on 10/31/2025
TrueML
51-200 employees
Digital debt collection platform for consumers
Compensation Overview
$75k - $85k/yr
Everett, WA, USA
In Person
 Operations & Logistics (2) |
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- 4+ years supervisory experience within a high-volume call-center environment OR 2+ years leadership experiences within the Collections industry (supervisor, team lead, manager, etc.)
- Proven ability to lead, coach, and inspire high-performing teams in a collections or contact center environment.
- Excellent coaching, communication, and interpersonal skills, with the ability to motivate diverse personalities.
- Experience using data, QA results, and performance dashboards to identify gaps and coach for improvement.
- Deep understanding of collections practices, FDCPA, and compliance regulations.
- Strong attention to detail, critical thinking, and problem-solving capabilities.
- Demonstrated success in driving KPIs through people development and managing performance in a results-oriented environment.
- Ability to lead through change, encourage innovation, and foster continuous improvement.
- Lead, supervise, and develop a team of 15–20 Collections Specialists, providing regular 1:1 coaching, feedback, and performance reviews.
- Drive performance, quality, and compliance outcomes through effective goal-setting, monitoring, and accountability.
- Collaborate with QA, Training, Compliance, and cross-functional teams to monitor calls, complete quality reviews, and ensure legal adherence, effective collections, and consumer-focused interactions.
- Analyze performance trends, address escalated issues, and implement improvement plans when needed.
- Motivate and recognize employees to foster a culture of performance, growth, and engagement.
- Support hiring, onboarding, and ongoing development in a collaborative and inclusive team environment.
TrueML provides fintech solutions focused on debt collection and consumer financial health. Its flagship product, TrueAccord, is a digital-first platform that automates and optimizes debt recovery for creditors and debt buyers while prioritizing a positive customer experience. Another offering, True Life Solutions, includes Engage, a consumer-facing communication portal that enables collectors, creditors, and individuals to view, negotiate, and track debt repayment offers. The company generates revenue through subscriptions and transaction fees for its technology platforms. TrueML differentiates itself by combining data science and customer-experience expertise to create accessible, inclusive financial services and by delivering a more humane, digital-first approach to debt collection. Its goal is to make financial services easier to understand and use for everyone, helping people manage and pay down debt while delivering measurable results for lenders.
Company Size
51-200
Company Stage
N/A
Total Funding
$199.9M
Headquarters
Lenexa, Kansas
Founded
2013
Simplify's Take
What believers are saying
- Retain drove $375 million recovery from 1 million customers since January 2026.
- Clients achieve 4x agent efficiency and 75% FTE reduction using Retain.
- Thomas Overton appointed CTO in 2026 to advance ML-driven innovations.
What critics are saying
- CFPB circular forces Retain channel overhauls, cutting recovery rates 20-30% within 3-6 months.
- InDebted steals clients with 15% lower fees and 25% higher engagement in 6-12 months.
- NYDFS consent order triggers $50M liabilities and client exodus in 12-18 months.
What makes TrueML unique
- TrueAccord leads third-party debt collection with digital-first, consumer-friendly approach.
- Retain's patented ML optimizes communications, recovering over $1 billion in debts.
- Built-in compliance automation ensures regulatory adherence across jurisdictions.
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Benefits
Unlimited Paid Time Off
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
401(k) Retirement Plan
Family Planning Benefits
Mental Health Support
Wellness Program
Company News
"The work RMAI does for the debt collection industry and its members is critical to building a better financial lifecycle for businesses and consumers, especially its ever-evolving certification standards," said Kelly Knepper-Stephens, Chief Legal Officer, TrueML
TrueML Products, a Fintech company developing products that enable intelligent, digital communication, announced that clients have used Retain, the company’s flagship product, to drive engagement since January with more than 1 million delinquent customers that enabled recovery of $375 million in past-due balances.Total dollars collected on the Retain product “exceed $1 billion.” Retain is a scalable, client-branded digital engagement tool powered by “an optimization engine to automate clients’ digital communications and help boost customer engagement.”Retain uses a patented decision engine and engagement data “from individual interactions to optimize communication delivery and support clients’ communication efforts.”The product offers email and SMS deliverability that “enables businesses to improve communications at scale, preserve customer relationships, and maintain compliance with built-in technology that ensures the client-specified regulatory requirements are met no matter where customers are located.”Naama Bloom, General Manager at TrueML Products, said:“In today’s challenging economic landscape, more businesses are experiencing difficulty engaging with delinquent customers, and Retain helps them improve their connection rates with those customers in order to maintain relationships and get them back on track. Managing customer communications at scale can be challenging and expensive, but using Retain allows our clients to automate delinquency communications on digital channels, leading to increased customer engagement and subsequent repayment while reducing operational costs.”Retain prioritizes customer engagement and preference “with digital communications and intelligent, optimized timing and channel selection that is critical to preserving customer relationships, like the lender-borrower relationship.”Companies use Retain to “engage users more effectively and efficiently with a digital-first approach and can reduce the need for expensive headcount to contact customers or scale operations, freeing up resources for productive inbound operations as needed.”Clients have reported four times increased agent efficiency, “up to a 75 percent reduction in full-time employees needed for customer communications, and a 13 percent overall decrease in cost to recover while using Retain for digital delivery.”
One True Holding Company d/b/a/ TrueML, a financial technology software company developing machine learning-driven products that enable intelligent, digital communication in the financial services space, announced that Thomas Overton will “join as Chief Technology Officer.”. TrueML develops software using patented machine learning technology “to create a digital-first process that aligns with consumer communication preferences.” As a mission-driven company, TrueML aims “to bring solutions to the marketplace that redefine how creditors and consumers engage in debt collection.”. TrueML’s mission is “supported by data scientists, financial services industry experts and customer experience enthusiasts collectively building technology to serve people in a digital-first way by recognizing their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.”