Apply on Employer Site

Sallie Mae · 3 days ago

Manager, Chat Collections

New Castle, DE

Full-time

Hybrid

Mid Level

3+ years exp

Sallie Mae is dedicated to empowering students throughout their educational journey. The Manager of Chat Collections will lead a team to enhance digital collections operations, focusing on optimizing chat platforms and ensuring compliance with regulations while delivering high-quality customer service.

Financial ServicesHigher Education

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Lead, train, and develop a team of chat agents managing collections via live chat and automated chat platforms

Drive operational excellence by implementing best practices for chat-based collections, ensuring both efficiency and high-quality customer service

Leverage technical capabilities to configure, monitor, and optimize chat workflows, scripts, and platform integrations

Utilize analytics tools to evaluate agent productivity, chatbot effectiveness, and overall collections performance

Collaborate with technical teams and vendors to maintain system reliability, troubleshoot issues, and support new technology rollouts

Ensure compliance with data privacy laws and collections regulations by integrating technical safeguards and monitoring digital communications

Prepare operational reports detailing team performance, system metrics, and collection outcomes for senior leadership

Handle escalated interactions, using technical tools to support efficient resolution and documentation

Stay informed about advancements in chat technologies, automation, and digital engagement to continuously improve operations

Qualification

Chat platformsCRM softwareOperational managementData privacy complianceAnalytical skillsTechnical systemsTeam leadershipProblem-solvingProject management

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

Company

Sallie Mae

Glassdoor4.0

Sallie Mae is an American corporation that originates, services, and collects student loans.

Founded in 1972

Newark, Delaware, USA

1001-5000 employees

https://www.salliemae.com

H1B Sponsorship

Sallie Mae has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (11)

2024 (4)

2023 (3)