Manager, Dedicated Account Specialist

About The Role

We are building this team from the ground up, and you will help shape our operational rhythms, coaching framework, queue management standards, and culture of empathetic, compliant resolution. You will lead a team of Dedicated Account Specialists who each own a portfolio of roughly 200 active clients. Your mission is to empower your team and keep plans alive, catch breakdowns early, maintain compliance standards, and drive long-term plan completion.

We are currently hiring remotely in Texas and Arizona.

What You'll Do

• Coach specialists on empathetic communication and early-intervention strategies that keep client resolution plans on track. 
• Conduct regular 1-on-1s, call listening sessions, and account reviews to help specialists effectively diagnose hardships, adjust plans within approved guidelines, and maintain long-term client relationships.
• Track team-level portfolio health, focus on metrics, and step in to assist on complex, high-friction, or sensitive client cases.
• Partner with leadership to establish and refine internal guidelines for payment plan restructures, settlement authority, and single-point-of-contact workflows. 

What We're Looking For

• 3+ years managing, coaching, or leading teams in consumer finance, default servicing, loan mitigation, loan servicing, or high-touch debt resolution environments. 
• Strong knowledge of FDCPA, Regulation F, and state-level consumer debt rules, with a proven track record of maintaining audit-ready documentation standards. 
• High degree of self-direction, organizational skill, and comfort building structure and processes within an early-stage or fast-growing team.

Nice to Have

• Ability to demonstrate adherence to regulations, state collection laws, and internal compliance guidelines across all team communications and documentation.
• Experience developing QA standards, call calibration sessions, or compliance audit frameworks for consumer financial services.