Senior Resolution Expert- Collection Specialist

About the role

We are looking for a Senior Call Center Representative, also referred 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.

How You’ll Spend Your Time

• Manage inbound and outbound communication from consumers and their representatives via phone, email, and chat.
• Supports Collection Managers and Resolution Experts by taking call escalations.
• Aids in training and skills coaching for new Resolution Experts.
• Attends a weekly check-in with their Manager on team performance and training plans.
• Communicates with consumers to establish repayment plans and resolve questions or concerns.
• Attends educational seminars to improve knowledge and skills.
• Maintains key performance indicators as outlined by management.
• Adheres 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

• A great Senior Resolution Expert at Bounce has mastered the fundamentals of the role and grown beyond them.
• They set the tone on the floor, step in on difficult calls or talk-offs when a Manager is unavailable, and coach newer Resolution Experts to help them catch issues early.
• The best Senior REs see the role as a stepping stone toward management, not a final destination — and their performance reflects it: top-tier collections results, strong verification and conversion rates, and near-perfect attendance.
• Current Available Full Time Shifts: Monday-Thursday 8:30am-9:00pm, Friday 8:30am-5:00pm.
• Training and Nesting phase (first 30-60 days) is 8:30-5:00pm Monday-Friday.
• Flexible scheduling after first 30-60 days.
• Paid Training Program: 2-week, full-time training program.
• Office Location: This is an in-office role.
• Pay: $23.00- $26.00 per hour, with the potential for higher pay based on experience, skill set, and Spanish fluency - A significant advantage.
• Benefits: Full medical, dental, and vision coverage, 401k with contribution matching up to 5%, 12 days of accrued PTO, 11 paid holidays, competitive bonus potential.
• 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.