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.

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:

● 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

Core Competencies for Success in Role – fit for Sunbit in role

● Serve others before self

● Servant leader mindset – take care of stakeholders, team members, and customers that demonstrate they are important

● Own the impact

○ Data driven mindset, ability to utilize data to drive strategy

○ Strong organizational and time management skills with the ability to prioritize effectively

● Connect genuinely

○ Build and maintain strong working relationships with both internal teams and collaborative teams

● Act fast

○ Thrive in a fast-paced environment while maintaining a high level of proficiency

● Include always

○ Communicate well verbally and in writing, demonstrating leadership and strategic thinking

○ Develop and mentor team members

● Innovate for good

○ Establish scalable fraud preventions strategies by applying best practices and innovations of risk management including but not limited to new fraud tools and ability to train managers and team members fraud analysis

Apply now

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