Description We are looking for a full time 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. 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 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 What makes an amazing Collection Specialist? A successful Collection specialist must have an excellent attitude toward their work and empathy for consumers experiencing financial hardship. They should also have excellent interpersonal and social skills to provide consumers with the best service and solutions. Schedule: During your initial training and nesting period, your hours will be Monday through Friday, 8:30 AM to 5:00 PM. Once training is complete, your shift will fall within our full hours of operation, which are 8:00 AM to 9:00 PM Monday through Thursday, and 8:00 AM to 5:00 PM on Fridays. 2-week, paid training program Office Location: 333 Metro Park, Rochester, NY 14623 This is an in-office role Pay: • up to $19.00- $22.00 per hour, with the potential for higher pay based on experience, skill set, and Spanish fluency - A significant advantage. 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. #ZR