Resolution Expert - Collection Specialist

Bounce; City of Rochester (NY); On-site; USD 25,003 - 35,610; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401k with contribution matching

12 days of accrued PTO

Paid Sick time

11 paid holidays

Job summary

A growing fintech company is looking for a Resolution Expert in Rochester to guide consumers through the collections process. You'll manage communication via phone, email, and chat, establish repayment plans, and resolve inquiries while ensuring customer satisfaction. The successful candidate should have experience in collections or customer service, strong communication skills, and the ability to multi-task. The role offers up to $22 per hour plus various benefits including medical, 401k matching, and PTO.

Qualifications

• Previous experience in collections, customer service, or sales is required.
• High attention to detail and ability to multi-task efficiently.
• Adaptable to different personality types and capable of resolving conflicts.

Responsibilities

• Manage inbound and outbound communication from consumers via phone, email, and chat.
• Establish repayment plans and resolve questions or concerns.
• Meet key performance indicators set by management.

Skills

Customer-focused

Problem-solving

Negotiation

Critical thinking

Strong verbal and written communication skills

Job description

Description

As a Resolution Expert you will 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.

About Us

Bounce is a growing fintech company. We are 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.

How You’ll Spend Your Time

• Manage inbound and outbound communication from consumers and their representatives via phone, email, and chat.
• Communicate with consumers to establish repayment plans and resolve questions or concerns.
• Meet key performance indicators as outlined by management.
• Adhere to expected quality and compliance standards within the collections industry.

Requirements

• Previous experience in collections, customer service, sales is required.
• 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.
• Great typing skills to be able to chat, email consumers professionally and quickly.

What We Offer

Up to $22 per hour, with the potential for higher pay based on experience, skill set, and Spanish fluency.

Benefits

• A variety of medical, dental, and vision benefits to fit you and your family's needs.
• 401k with contribution matching up to 5%.
• 12 days of accrued PTO.
• Paid Sick time.
• 11 paid holidays.
• Catered lunches, quarterly events, raffles and more.

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.