Collections Team Lead- July

JOB TITLE: Collections Team Lead

LOCATION: Las Vegas, Nevada

HOURLY RATE: $24.00/HR

WORK SCHEDULE: Sunday 9:30am - 6:00pm, Monday thru Thursday 12:30pm - 9:00pm

The Company:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 16,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected.  Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

The Role

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

What You’ll Be Doing:

• 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.

What You Bring to the Table:

• 2+ Years of collections experience (Nevada Collections Certification a plus)
• Excellent email and phone etiquette
• 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

Cultural Competencies for Success at Sunbit:

• Serve others before self - Service oriented mindset
• Own the impact - Take pride in effectively managing payroll on a daily basis
• Connect genuinely - Effectively connect with internal stakeholders
• Act fast - Respond to internal team members in a timely manner
• Include always - Work closely with Accounting team and actively welcome peers within the organization
• Innovate for good - Continuously help our internal team create efficient processes

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.

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