Collection Analyst

Description

Job Summary: Drive portfolio recovery through the execution and enhancement of early- and late-stage collection strategies, ensuring traceability and regulatory compliance. Key Highlights: 1. Key role in improving collection strategies and customer experience. 2. Omnichannel contact management and coordination with external and internal agencies. 3. Opportunity to propose continuous improvements to processes and scripts. JOB DESCRIPTION **Job Objective** Drive portfolio recovery through the execution and enhancement of early- and late-stage collection strategies for credit/card portfolios, developing and operating functional workflows for payment promises and agreements, managing interactions across platforms, coordinating with external agencies and internal departments, and ensuring traceability, appropriate customer treatment, and regulatory compliance. This role contributes to the continuous improvement of scripts, rules, and processes to maximize recovery while delivering a responsible customer experience. Financial responsibility (impact): increases recoveries, reduces rollovers and charge-offs, optimizes management costs (internal/agencies), and mitigates risks arising from non-compliance. **Key Responsibilities** **Omnichannel Contact Management** * Conduct outreach via phone, messaging, email, and other defined channels, following scripts, policies, and current guidelines. * Accurately record each contact/result in the platform (log, status, next action, and commitment date). **Management of Promises and Agreements** * Capture agreements, promises, and arrangements; validate terms and eligibility (where applicable). * Follow up on payments, reschedule per policy, and document evidence of the agreement. **Reporting and Operational Monitoring** * Configure/update productivity and results dashboards: contacts, promises, fulfillment, recoveries, rollovers. * Identify deviations and propose actions (e.g., adjustments to approach, segmentation, timing, scripts). **Coordination with Agencies and Internal Departments** * Send/receive cases from external agencies, ensuring quality of evidence and traceability of actions. * Coordinate with Customer Service (CS), Operations, and Risk teams on clarifications, exceptions, and special cases (reversals, disputes, blocks, or others). **Payment Support and Reconciliation** * Support operational payment posting and reconciliation workflows; identify discrepancies and coordinate corrections with responsible departments. * Maintain clear documentation of incidents, status, and closure. **Compliance, Privacy, and Data Protection** * Respect calling hours, contact limits, data privacy, and regulatory guidelines/internal policies. * Maintain complete case files (logs, evidence, agreements, communications) with audit-ready focus. **Continuous Improvement** * Propose improvements to scripts, rules, segmentation, and operational workflows based on results and findings. * Collaborate on training and standardization of best collection practices. REQUIREMENTS * **2+ years** of experience in financial product or retail finance collections, with direct customer and/or agency interaction. * Experience in negotiation, handling objections, and logging interactions in collection/CRM platforms. * Familiarity with basic portfolio metrics: delinquency, promises, recoveries, rollovers. * Experience managing promises/agreements and tracking payments. * Strong communication practices and awareness of privacy and applicable regulations (operational focus). * **Advanced English** (mandatory). Desirable Knowledge (plus) * Collection/negotiation techniques and segment-based management (early vs. late stage). * Omnichannel tools and CRMs (campaigns, templates, logs, SLAs). * **Excel** and/or **basic BI** for reporting and dashboards (productivity and results). * Knowledge of payment and operational reconciliation processes. * Awareness of customer service principles, de-escalation, and effective written communication. Key Competencies * Results-oriented mindset with ethical standards and appropriate customer treatment. * Operational discipline and accurate documentation (traceability). * Prioritization and high-volume workload management. * Cross-functional coordination capability (CS, Operations, Risk, agencies). * Continuous improvement mindset.