Resolution Expert - Collection Specialist

Resolution Expert

Bounce AI is a fintech startup transforming how people pay off debt, leveraging machine learning, automation, and deep personalization tailored to borrowers' financial situations.

For creditors, we:

• Transform how they transact, allowing creditors the ability to control liquidity and risk.
• Empower consumers with a seamless & flexible digital first collections platform to maximize recoveries and enhance the experience.
• Utilize a highly optimized funnel, from the first message to payment plans; our platform evolves based on real-life interactions and continuously incoming data feeds.
• Reduce legal and operational risk with automated compliance designed by experts enforced by code.
• Unlock customer insights by exploring new data sources.

For borrowers we:

• They are set up for convenience and can manage their plan whenever, wherever, with representatives always available via live chat or phone to assist.
• Provide a safe, secure, and compliant service with one goal: to help them move forward.
• Offer flexible repayment plans or the ability to customize one of their own, giving them the option to pay now, later, or in small amounts over time.

We are looking for a call center representative, which we refer to as a "Resolution Expert", who can motivate and guide consumers through the collections process while providing exceptional customer service. The successful candidate will be able to accept ownership for effectively solving consumers' issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.

How You'll Spend Your Time:

• Manage inbound and outbound communication from consumers and their representatives via phone, email, and chat.
• Follow communication "scripts" when handling different topics
• Communicate with consumers to establish repayment plans and resolve questions or concerns
• Attend educational seminars to improve knowledge and skills
• Meet key performance indicators as outlined by management
• Adhere to expected quality and compliance standards

Requirements:

• Previous experience in collections, customer service, and/or sales
• Strong verbal and written communication skills
• High attention to detail and critical thinking
• Problem-solving, negotiation, and conflict-resolution skills
• Customer-focused and adaptable to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Ability to work in a fast-paced and changing environment

What We Offer:

What makes an amazing Collection Specialist?

A successful Collection specialist must have an excellent attitude toward their work and empathy for consumers experiencing financial hardship. They should also have excellent interpersonal and social skills to provide consumers with the best service and solutions.

Current Available Full Time Shifts:

M-F 8:30am to 5:00pm

Optionally shifts M-F 11:00- 8.00PM

Paid Training Program:

2-week, full-time training program

Office Location:

333 Metro Park, Rochester, NY 14534

This is an in-office role

Pay:

• up to $19.00- $22.00 per hour, with the potential for higher pay based on experience, skill set, and Spanish fluency - A significant advantage.

Bounce is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need, without regard to race, color, religion, sexual orientation, gender identity, national origin, veteran, or disability status.