Collections Manager

Bounce AI, Inc.; City of Rochester (NY); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision

401k with match

Holidays and PTO

Life AD&D insurance

Job summary

Bounce AI, Inc. in Rochester, NY is seeking a Collections Manager to lead a team of 8-15 Resolution Experts in our on-site call center. You will coach for high performance, manage delinquency, and ensure compliant collections practices while collaborating with multiple Bounce locations.

The role involves scheduling, performance coaching, and driving improvements with a focus on ethical, effective collections. Salary ranges and benefits reflect a full-time on-site position in Rochester.

Qualifications

• Must have collections experience and supervisory background in a call center.
• Strong leadership and coaching abilities with target-driven results.
• Proven ability to manage delinquency and conduct issues ethically.
• Experience handling schedules, attendance, and on-site and remote coverage.

Responsibilities

• Coach and develop Resolution Experts through regular trainings.
• Manage performance KPIs and counsel under-performers.
• Address conduct issues and maintain clear records.
• Lead weekly check-ins on goals, performance, and training.
• Oversee on-site and work-from-home staffing coverage.
• Resolve conflicts and delinquency escalations promptly.
• Collaborate with managers and training teams across Bounce.

Skills

Collections experience

Leadership

Coaching

Communication

Conflict resolution

Data analysis

Performance management

Tools

Collection management systems

Job description

All open positions

Careers at Bounce

Collections Manager

Operations · Rochester · Full-time · On-site

Description

We're looking for a Collections Manager to lead a team of 8-15 Resolution Experts (REs) in our Rochester call center and make sure every RE performs to standard. Success means a high-performing team with measurable improvement, and effective coaching, development, and counseling. You'll be a key player in company change, with your voice heard in a collaborative environment.

About Us

Bounce is a fintech startup revolutionizing debt recovery for consumers and creditors with our best-in-class product. By leveraging the power of AI and automation, we create user-friendly experiences that drive positive outcomes for all parties involved.

With a team based in Israel and New York, we have been growing rapidly. We support hundreds of thousands of consumers on their journey to financial resilience and build partnerships with top creditors and fintech companies

How You'll Spend Your Time

• Coach and develop REs through regular side-by-side trainings and ongoing development
• Manage performance: keep KPIs competitive, counsel effectively and hold under-performers accountable
• Address conduct issues promptly and keep clear records
• Hold weekly check-ins with direct reports on goals, performance and training
• Manage schedules, attendance and coverage for onsite staff, and work-from-home staff when needed
• Resolve conflicts and delinquency escalations
• Partner with managers onsite and across Bounce locations, and with the training and development team
• Lead by example on compliance and confidentiality, and bring solutions, to leadership
• Lead from the front as a key contributor to the Rochester management team

Requirements

• Must have Collections Experience
• Former management or call center experience
• Being able to resolve conflict and delinquency
• 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

Current Available Full-Time Shifts:

Monday-Friday, 8:00 AM-5:00 PM, with managers participating in a rotating evening coverage schedule until 9:00 PM.

Office Location:

333 Metro Park, Suite C-205, Rochester, NY 14623

Pay:

• $65,000-$75,000 per year, plus a monthly bonus potential of $3,000

What We Offer

• Full medical, dental, and vision
• 401k with contribution matching up to 5%
• 11 Holidays + 15 days of PTO
• Short Term Disability
• 50K Life AD&D insurance

Bounce AI is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need, without regard to race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, national origin, age, marital status, familial status, pregnancy or related conditions, veteran status, disability, genetic information, domestic violence victim status, or any other characteristic protected by applicable federal, state, or local law.