Collections Team Lead

Sunbit•Las Vegas, NV

2d•Onsite

About The Position

Sunbit is on a mission to reduce the stress from daily purchases. As a Buy Now Pay Later (BNPL) technology company, we're trailblazing new technology that helps shoppers realize the full potential of their buying power, provides merchants with tools to sell easier, and helps lenders open the door to fair financing for people from all walks of life. We completed a Series D round in 2021, which valued the company at $1.1 billion in valuation, but by creating value focused on values, we'll ensure that we can bring Sunbit for everyone, everywhere. We are looking for a self-motivated and ambitious Collections Team Lead to join our team in Las Vegas, Nevada. In this role, you will be responsible for managing various escalated cases, including but not limited to disputes of customer payments and accounts, financial hardship requests, and account cancellations or adjustments. You will interact with customers and Sunbit partners via email, phone, and/or chat. This will be an hourly position that requires schedule flexibility of possible nights and/or weekends. This position is not remote and will require you to be in the office.

Requirements

Must have minimum 24 months early-stage collections experience
Supervised team of 10 or more
Familiar with Quality Assurance processes
Proficient in excel and word.
Excellent email and phone etiquette
Able to work Nights and Weekends
Able to coach and motivate team members
Strong ability to communicate with confidence, integrity, and compassion via all channels
Patience, problem-solving, and critical thinking skills
Ability to gauge, adapt and respond to different types of characters
Call Center experience (both B2B and B2C experience is a bonus)
Desire to work in a fast paced, high growth environment
Basic technical troubleshooting skills
Excellent verbal and written communication skills
Strong attention to detail and ability to switch gears quickly and manage time
This role requires the ability to access Sunbit systems from a mobile device using biometric authentication (e.g FaceID or Fingerprint).

Responsibilities

Engage with associates in payment processing, calculation of payoffs, assisting with forbearance and hardship programs on delinquent accounts via phone and emails.
Assist with hiring, coaching, training, questions and/or escalations of new hires and customers
Lead team meetings as assigned by Collections Supervisor
Assist associates in owning customer escalation cases from start to finish, including frequent merchant and customer communication.
Help with contacting customers with overdue payments and attempt to either collect the overdue amount or negotiate a payment plan to collect payment in installment
Assist in submission of all regular reports on the status of unpaid accounts and any repayment progress
Managing calls, emails, and chats in a timely manner for customers, partners, and any other escalated call center inquiries.
Comply with all federal and state rules and regulations governing collections
Motivating and encouraging associates exhibit Sunbit’s excellent customer satisfaction standards by providing accurate, valid, and complete information using the right systems and tools.
Help management enforce company policies for quality work and performance whiles ensuring compliance and optimizing current processes
Resolving product or service issues by clarifying the complaint, determining the cause and solution, expediting correction or adjustment, and following up to ensure resolution.
Following communication procedures, guidelines, and policies.

Benefits

Mission driven, empowered, and collaborative culture
Competitive pay and stock options
Comprehensive health benefits (Medical, Dental, Vision, Life, EAP, Parental Leave, HSA, & more)
12 days of PTO your first year with increases thereafter + Holiday Pay
Newly added HSA and Pet Insurance
401(k) with company match
Cell Phone Stipend
Team-based strategic planning and ownership of deliverables

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