Collections Manager

• Manage, lead, and supervise a team of collectors, providing training, guidance, and performance feedback to maximize individual and team productivity.
• Develop and implement effective collection strategies and techniques to optimize recovery rates and meet or exceed established targets.
• Monitor collections activities, including inbound and outbound calls, negotiation strategies, and repayment plans, to ensure adherence to company policies, industry regulations, and compliance standards.
• Analyze performance metrics and objectives and key results (OKRs), identifying areas for improvement and implementing action plans to drive performance and enhance team efficiency.
• Conduct regular performance evaluations and coaching sessions with team members, providing constructive feedback and supporting their professional development.
• Foster a positive work environment, promoting teamwork, open communication, and a strong customer service approach.
• Collaborate with other departments, such as HR, compliance, and IT to streamline processes, resolve customer escalations, and enhance overall collections operations.
• Stay up-to-date with industry trends, best practices, and regulatory changes related to debt collection, ensuring the agency’s compliance and alignment with evolving requirements.

• High school diploma or equivalent. A bachelor’s degree in business administration or a related field is preferred.
• Proven experience in a supervisory role within the debt collection industry, demonstrating a track record of successful team management and collections performance.
• Strong leadership and coaching skills, with the ability to motivate and develop a team to achieve targets and exceed expectations.
• In-depth knowledge of debt collection laws, regulations, and industry practices, with a commitment to ethical and compliant collections practices.
• Ability to prepare and enforce policies and procedures in general, and for operating a call center in the debt collection field specifically.
• Excellent communication and interpersonal skills to effectively interact with team members, clients, and external stakeholders.
• Analytical mindset with the ability to analyze data, identify trends, and implement strategies to improve collections results.
• Proficiency in using collection management systems and other relevant software tools.
• Strong problem-solving abilities and the capacity to handle difficult and sensitive customer situations.
• Ability to work in a fast-paced environment, manage multiple priorities, and adapt to changing circumstances.
• Professionalism, integrity, and a commitment to maintaining confidentiality and protecting customer and employee matters and information.

Join Bounce AI and be part of something exciting as we continue to grow in Rochester, NY! This is a unique opportunity while making a meaningful impact in the collections industry through innovative, AI-powered solutions.

We offer a competitive salary, comprehensive benefits package, and exceptional opportunities for professional growth, career advancement, and leadership development. As a rapidly growing company, we're looking for driven individuals who are excited to contribute to our success and help shape the future of our Rochester operation.

If you possess the skills, experience, and passion to thrive in a fast-paced, collaborative environment, we encourage you to apply. Please submit your resume along with a cover letter highlighting your qualifications, achievements, and what excites you most about joining our growing team!

Current Available Full-Time Shifts:

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

Paid Training Program:

2 week, full-time training program

Office Location:

333 Metro Park, Ste S-205, Rochester, NY 14623

Pay:

• Starting annual salary of $65,000- $75,000 with the potential for higher pay based on experience, skill set, and bi-lingual fluency.

• Full medical, dental, and vision
• 401k with contribution matching up to 5%
• 11 Federal holidays + 15 days of PTO
• Short term disability