(Part-Time) Resolution Expert - Collection Specialist

(Part-Time) Resolution Expert - Collection Specialist

• Resolution Experts
• Rochester
• Associate
• Hourly

Description We're looking for a part-time call center representative, which we call a "Resolution Expert," to motivate and guide consumers through the collections process while providing exceptional customer service. You'll own solving consumers' issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision. This role is a great fit if you want meaningful, steady work on a part-time schedule. It works well for students, parents, people returning to the workforce, or anyone balancing other commitments. Many part-time Resolution Experts grow into full-time and senior roles with us.

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

• 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 training sessions to build your 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 preferred
• 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
• Reliable availability for at least 20 hours per week within our part-time hours
• Ability to work full-time hours during initial training (see schedule below)

What makes an amazing Resolution Expert? A successful Resolution Expert has an excellent attitude toward their work and empathy for consumers experiencing financial hardship. They also have strong interpersonal and social skills to give consumers the best service and solutions.

What We Offer Schedule

• Training: Monday through Friday, 8:30 AM to 5:00 PM, for 2 weeks.
• After training: 20 to 29 hours per week, Monday through Thursday between 8:00 AM–9:00 PM ET and 8:00 AM–5:00 PM ET on Fridays.
• You'll submit your availability and your schedule is set the week before.
• Your schedule may change based on business needs.

Location

• This is an in-office role at our Rochester, NY office.

Pay

• $19 to $22 per hour, with the potential for higher pay based on experience and skill set. Monthly bonus eligible.
• Spanish fluency is a significant advantage.

Benefits

• 401k with contribution matching up to 5% after 3 months of employment
• Paid sick leave: up to 56 hours per year, (accrues at 1 hour for every 30 hours worked)
• Clear path to full-time and Senior Resolution Expert roles

Growth We promote from within: We value internal growth and provide opportunities for high-performing team members to advance their careers as new roles become available. 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.