About us:

Debt collection is broken. Every year, 77 Million Americans have 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 deploy technology, machine learning, and data science to innovate and optimize how debt is collected. Come join our team and disrupt a multi-billion dollar industry that’s been waiting for change.

Position: Client Success Operations Analyst

Client Success Operations Analyst is an organized, data driven, tech savvy, and detail-oriented candidate with strong analytical skills who is interested in working at a high growth organization. This individual must possess a “can do” attitude and the ability to balance multiple priorities in a fast-paced environment.

The Client Services team serves as a strategic business partner to our clients, facilitating strong client satisfaction while driving the ongoing success of TrueAccord. This role is well positioned to grow in responsibility and impact as we continue to mature and grow our team and client base.

Job Requirements:

  • Own the process for reviewing and validating the quality of TrueAccord and Client data as related to client integrations; such as conducting variance and exception investigations to resolve issues

  • Attention to detail; committed to producing excellent quality results

  • Write basic queries to analyze data accuracy and reliability

  • Analyze operational processes to identify and implement improvement opportunities

  • Balance multiple deliverables and recurring responsibilities in a well-coordinated and timely manner

  • Passionate with the drive to learn on the job from other team members and “doing”

  • Drive to develop a strong grasp of the debt collection process and industry guidelines

  • Bring a positive, collaborative, team-oriented attitude to the office and your clients every day!

Primary Responsibilities:

  • Responsible for efficiently and accurately review exception reports, data variances and potential bugs with client integrations

  • Pull, analyze, interpret and summarize data for various requests based on TrueAccord management of our client’s data

  • Identify and interpret trends or patterns in data sets to share with clients

  • Responsible for knowing when to resolve issues and when to escalate

  • Identify trends in both positive and negative client experiences and report those to leadership with recommendations on next steps

  • Ensure TrueAccord follows the client’s policy and procedures manuals to the letter, with an extreme focus on detail

Secondary Responsibilities:

  • Maintain and mature a framework for conducting regular internal audits and reporting for client services team

  • Drive internal projects to improve and grow the services team (build out of documentation, tracking tools, product enhancements, etc.)

  • Serve as the liaison between TrueAccord’s operations and client services team, seeking to improve processes and working relationships

  • Proactively track and report on client metrics

Desired Skills & Experience:

  • 2-5 years of post-college professional experience

  • 1 year of experiencing working with data analysis, client operations, or system integrations

  • Ideally 1-2 years of experience with a high-growth start-up

  • Relevant working experience with Excel (pivot, lookup, if, concatenate, etc.)

  • Basic knowledge of SQL queries and troubleshoot

  • Strong proficiency with excel for data analysis

  • Demonstrable experience in translating data into business insights

  • Awesome problem-solving abilities

Prefer past experience to be with a high-growth technology company, open to evaluating transferable skills and applicants with a big desire to learn

Benefits:

  • Work with talented and motivated people in a fast paced environment

  • Medical/dental/vision insurance, 401k (with match), flex spending plan, and life insurance

  • Unlimited PTO

  • Transportation benefits

  • Team lunches and weekly happy hour