Manager, Chat Collections
13 days ago
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OnsiteFull-timeMid
Summary
Sallie Mae is seeking a Manager, Chat Collections to join their team in New Castle, DE. The role involves overseeing the Chat for Collections team, focusing on operational leadership and technical proficiency in managing collections through chat-based platforms.
About the Role
As the Manager, Chat for Collections, you will lead and develop a team of chat agents, implement best practices for chat-based collections, and leverage technical capabilities to optimize workflows. You will also utilize analytics tools to evaluate performance, collaborate with technical teams to maintain system reliability, and ensure compliance with data privacy laws.
About You
Required:
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field (or equivalent experience).
- 3+ years of experience in collections operations, call center management, or customer service, with demonstrated technical aptitude.
- Hands-on experience with chat platforms, chatbot management, and CRM/collections management software.
- Proven ability to lead teams in a technology-driven environment and implement new digital tools.
- Strong analytical and problem-solving skills, with proficiency in using data and technical systems to drive operational results.
- Working knowledge of compliance and data privacy standards relevant to digital collections.
Preferred:
- Experience supporting or implementing chatbots, automation tools, or API integrations in an operational setting.
- Familiarity with cloud-based communication platforms and cybersecurity best practices.
- Project management experience, especially related to technology adoption or process improvements.
Benefits
- Competitive base salaries
- Bonus incentives
- Generous PTO, Floating Holidays and 12 Federal Holidays observed
- Support for financial-well-being and retirement 401k with employer match
- Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
- Employer paid short-term/long-term disability and basic life insurance
- Flexible hybrid working arrangements.
- Paid parental leave and adoption reimbursement programs
- Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
- Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
- Tuition Reimbursement and Family Scholarship Programs
- Career development and training opportunities
Sallie Mae
Sallie Mae’s mission is to power confidence as students begin their unique journey. We believe college should be affordable, equitable, and accessible for all students. As the leader in private student lending, we provide financing and expertise to support college access and completion. We offer products and resources to help students and families start smart in planning for higher education, ensuring opportunities to learn and dream big.
New Castle, DE