(Part-Time) Resolution Expert - Collection Specialist

Bounce AI • Rochester, NY

3d • Onsite

About The Position

Bounce is seeking 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 involves resolving consumers’ issues, complaints, and inquiries, with customer satisfaction guiding decisions. Resolution Experts communicate with consumers and their representatives, establish repayment plans, and address questions or concerns. They follow topic-specific communication scripts, attend training, meet management-defined performance indicators, and comply with quality and regulatory standards.

This is an in-office position at Bounce’s Rochester, New York office. Training is full-time Monday through Friday, 8:30 a.m. to 5:00 p.m. for two weeks. After training, the role is 20–29 hours per week. Employees submit their availability, and schedules are set the week before; schedules may change based on business needs. Pay is $19–$22 per hour, with potential for higher pay based on experience and skill set, and eligibility for a monthly bonus. Bounce describes a path to full-time and senior roles and promotes internal advancement as positions become available.

Requirements

• Strong verbal and written communication skills.
• High attention to detail and critical-thinking ability.
• 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 two-week training period.

Nice To Haves

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

Responsibilities

• Manage inbound and outbound communications with consumers and their representatives by 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 of 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