Senior Resolution Expert- Collection Specialist

Description

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.

About Us

We are looking for a Senior 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.
Supports Collection Managers and Resolution Experts by taking call escalations
Assists with training and skills coaching for new RE’s
Attends a weekly check-in with their Manager on team performance and training plans
Follow communication “scripts” for specialized scenario handling
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

A great Senior Resolution Expert at Bounce has mastered the fundamentals of the role and grown beyond them. They set the tone on the floor, step in on difficult calls or talk-offs when a Manager is unavailable, and coach newer Resolution Experts to help them catch issues early. They escalate problems quickly, but come prepared with solutions, and understand what information requires discretion.

The best Senior REs see the role as a stepping stone toward management, not a final destination - and their performance reflects it: top-tier collections results, strong verification and conversion rates, and near-perfect attendance.

Current Available Full Time Shifts:

Monday- Thursday 8:30am-9:00pm, Friday 8:30am-5:00pm

Training and Nesting phase (first 30-60 days) is 8:30-5:00pm Monday-Friday

Flexible scheduling after first 30-60 days

Paid Training Program:

2-week, full-time training program

Office Location:

This is an in-office role

Pay:

$23.00- $26.00 per hour, with the potential for higher pay based on experience, skill set, and Spanish fluency - A significant advantage.

Benefits:

Full medical, dental, and vision
401k with contribution matching up to 5%
12 days of accrued PTO
11 paid holidays
Competitive Bonus potential

Bounce is an equal-opportunity employer that is dedicated to diversity and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.