Collections Manager

We're looking for a Collections Manager to lead a team of 8–15 Resolution Experts (REs) in our Rochester call center and make sure every RE performs to standard. Success means a high-performing team with measurable improvement, and effective coaching, development, and counseling. You'll be a key player in company change, with your voice heard in a collaborative environment.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 companiesHow You’ll Spend Your Time: Coach and develop REs through regular side-by-side trainings and ongoing developmentManage performance: keep KPIs competitive, counsel effectively and hold under-performers accountableAddress conduct issues promptly and keep clear recordsHold weekly check-ins with direct reports on goals, performance and trainingManage schedules, attendance and coverage for onsite staff, and work-from-home staff when neededResolve conflicts and delinquency escalationsPartner with managers onsite and across Bounce locations, and with the training and development teamLead by example on compliance and confidentiality, and bring solutions, to leadershipLead from the front as a key contributor to the Rochester management team

Requirements

Must have Collections ExperienceFormer management or call center experienceBeing able to resolve conflict and delinquencyProven experience in a supervisory role within the debt collection industry, demonstrating a track record of successful team management and collections performance.Strong leadership and coaching skills, with the ability to motivate and develop a team to achieve targets and exceed expectations.In-depth knowledge of debt collection laws, regulations, and industry practices, with a commitment to ethical and compliant collections practices.Ability to prepare and enforce policies and procedures in general, and for operating a call center in the debt collection field specifically.Excellent communication and interpersonal skills to effectively interact with team members, clients, and external stakeholders.Analytical mindset with the ability to analyze data, identify trends, and implement strategies to improve collections results.Proficiency in using collection management systems and other relevant software tools.Strong problem-solving abilities and the capacity to handle difficult and sensitive customer situations.Ability to work in a fast-paced environment, manage multiple priorities, and adapt to changing circumstances.Professionalism, integrity, and a commitment to maintaining confidentiality and protecting customer and employee matters and informationCurrent Available Full-Time Shifts:Monday–Friday, 8:00 AM–5:00 PM, with managers participating in a rotating evening coverage schedule until 9:00 PM.Office Location:333 Metro Park, Suite C-205, Rochester, NY 14623Pay:$65,000–$75,000 per year, plus a monthly bonus potential of $3,000

What We Offer

Full medical, dental, and vision401k with contribution matching up to 5%11 Holidays + 15 days of PTOShort Term Disability50K Life AD&D insuranceBounce AI is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need, without regard to race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, national origin, age, marital status, familial status, pregnancy or related conditions, veteran status, disability, genetic information, domestic violence victim status, or any other characteristic protected by applicable federal, state, or local law.