Manager, Chat Collections

Manager, Chat for Collections (Operations with Technical Capability)

Operations Leader with Strong Technical Expertise in Digital Collections

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way.

We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for studentsand for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole youfrom physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

Key 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.

Qualifications

Preferred Skills

Why Join Us?

As Manager, Chat for Collections, you will play a critical operational leadership role while advancing our digital strategy. Use your technical expertise to empower your team, streamline collections processes, and deliver outstanding results in a fast-paced environment.

Our Benefits Take Care of the Whole YouSo You Can Build Your Work Around Your Life (Not the Other Way Around!)