(Part-Time) Resolution Expert - Collection Specialist

Bounce AI • Rochester Hills, MI

4d • $19 - $22 • Onsite

About The Position

Bounce is hiring a part-time call center representative, titled a Resolution Expert, to motivate and guide consumers through the collections process while providing exceptional customer service. The role owns resolving consumers’ issues, complaints, and inquiries, with customer satisfaction at the core of each decision.

Resolution Experts manage communications with consumers and their representatives by phone, email, and chat. They follow scripts, help establish repayment plans, resolve questions and concerns, attend training, meet management-defined performance indicators, and comply with quality and compliance standards.

This is an in-office position at Bounce’s Rochester, New York office. Initial training runs Monday through Friday, 8:30 a.m. to 5:00 p.m. for two weeks. After training, the schedule is 20 to 29 hours per week, with shifts Monday through Thursday between 8:00 a.m. and 9:00 p.m. ET and Friday between 8:00 a.m. and 5:00 p.m. ET. Employees submit their availability, and schedules are set the week before; schedules may change based on business needs.

Pay is $19 to $22 per hour, with potential for higher pay based on experience and skill set, and eligibility for a monthly bonus. Spanish fluency is a significant advantage. The role offers a path to full-time and Senior Resolution Expert positions, and Bounce promotes internal advancement as new roles become available.

Requirements

• Strong verbal and written communication skills.
• High attention to detail and critical-thinking skills.
• Problem-solving, negotiation, and conflict-resolution skills.
• Customer-focused approach and adaptability to different personality types.
• Ability to multitask, 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 the part-time hours.
• Ability to work full-time hours during the initial training period.

Nice To Haves

• Previous experience in collections, customer service, and/or sales.
• Spanish fluency.
• An excellent attitude toward work and empathy for consumers experiencing financial hardship.
• Strong interpersonal and social skills.

Responsibilities

• Manage inbound and outbound communications 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 knowledge and skills.
• Meet key performance indicators outlined by management.
• Adhere to expected quality and compliance standards.

Benefits

• 401(k) with contribution matching up to 5% after three months of employment.
• Paid sick leave up to 56 hours per year, accruing at one hour for every 30 hours worked.
• Clear path to full-time and Senior Resolution Expert roles.
• Monthly bonus eligibility.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed