Collections Agent responsible for making and receiving calls regarding client accounts and product updates. Engaging with customers to resolve issues and improve account retention.
About the role
- Collections Supervisor who streamlines collections processes impacting PayJoy's financial health. Ensures recovery of outstanding accounts while maintaining compliance with collection laws.
Responsibilities
- Manage early-stage delinquency accounts: Design and execute the strategy for loans between 1 and 15 days past due using digital communication channels and managing the internal collections team to prevent further delinquency and efficiently recover outstanding amounts.
- Operational execution and data handling: Execute and manage manual operational processes required for collections execution, including preparation, validation, upload and delivery of portfolio files to external collection agencies, as well as manual triggering and monitoring of SMS and push notification campaigns through internal systems, ensuring accuracy, timeliness and compliance.
- Coaching and follow-up based on QA evaluations: applying corrective actions, reinforcing best practices, and conducting regular performance conversations (complementing the QA and Training teams, not replacing them).
- Cross-functional collaboration: acting as the main point of contact with Quality, Training, Product, CX, Engineering, Data, Legal, Marketing and Finance to resolve issues and improve processes.
- Continuous improvement on the operational level: identifying bottlenecks in workflows, suggesting improvements to scripts and processes, documenting changes and ensuring updates are adopted by the team.
- Compliance enforcement in daily operations: ensuring agents follow all collection regulations, internal policies, and approved scripts during every interaction.
- Coordinate with external collection agencies: Supervise external agencies that handle accounts more than 16 days past due by developing portfolio allocation strategies and maintaining regular communication to ensure effective management and recovery, including portfolio file preparation, validation, delivery and related process documentation.
- Monitor and evaluate the performance of the internal team and external collection agencies by tracking daily recovery rates, campaign profitability, and operational collection management indicators (number of attempts, direct contacts rate, promises to pay, others).
- Monthly Performance Comparison: Measure and compare recovery results month-over-month between control and treatment groups using data analytics tools to identify trends, evaluate strategy effectiveness, and implement improvements.
- Generate Analytical Reports: Create detailed analytical reports to evaluate the effectiveness of collection strategies using data analytics and reporting tools to provide information for decision-making and strategy adjustments by the internal team and collection agencies.
- Conduct Recovery Experiments: Design, execute and document experiments aimed at improving recovery rates by developing hypotheses, testing strategies, and analyzing results to innovate and improve the efficiency of the collection process.
- Monitor and adjust the collection process to local regulations: Knowledge of the regulations applied to the collection process to mitigate legal risks.
Requirements
- Bachelor's degree in Business Administration, Finance, or a related field.
- Minimum of 2-4 years of experience in collections management, team leadership and customer services.
- Proficiency in using collection management softwares and tools, as well as Google or MS Office Suite (Excel, Word, PowerPoint).
- Proficiency in SQL for data analysis and reporting is a plus.
- Knowledge of credit reporting procedures and compliance standards.
- Strong analytical skills with experience in performance measurement and strategy evaluation.
- Excellent organizational and problem-solving abilities, along with the capability to collaborate seamlessly with both internal teams and external agencies.
- Knowledge of how to give proper feedback and coaching.
- Work in team and under pressure
- Ability to demonstrate empathy and a supportive attitude when communicating with our clients, as well as a strong ability to communicate assertively, either orally and in writing.
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellness perks.
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% Vacation premium
- 13% Saving funds
- $2,000 MXN monthly grocery coupons
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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