Collections Analyst

📋 Description

• • Join Addi, a pioneering financial platform revolutionizing payments, shopping, and banking in Latin America. We are building a future where consumers and merchants transact effortlessly, grow together, and experience financial freedom and pride. As Colombia's fastest-growing marketplace, we empower over 2 million customers and partner with more than 20,000 merchants, offering comprehensive banking solutions including deposits, payments, and unsecured credit, alongside robust e-commerce and marketing services. Our state-of-the-art technology bridges the financial gap for millions, and our recent approval to operate as a bank signifies a new era of opportunity. Having achieved profitability last year, we are a testament to a strong, scalable business model, backed by world-class investors who share our vision for transforming the financial ecosystem.
• • As a Collections Analyst at Addi, you will play a pivotal role in managing debt recovery efficiently while championing a customer-centric approach. Your mission is to provide personalized support that facilitates payments, fosters responsible financial habits, and encourages customers to prioritize their financial obligations with Addi. This role is crucial in maintaining the financial health of our platform and ensuring a positive customer experience even in challenging situations.
• • You will be responsible for achieving key performance indicators related to quality, productivity, and recovery rates. A primary focus will be on resolving customer needs effectively during the first contact across various communication channels, including chat, calls, and emails. For intricate cases that require further attention, you will expertly escalate situations and conduct meticulous follow-ups, ensuring every interaction upholds Addi's commitment to exceptional customer service.
• • Your day-to-day responsibilities will involve actively managing customer interactions through multiple channels, offering tailored solutions that acknowledge individual circumstances while upholding the company's recovery objectives. This requires a delicate balance between business needs and empathetic customer engagement.
• • A significant aspect of this role is ensuring the efficient recovery of your assigned portfolio. This involves a deep dive into customer data to identify patterns, understand payment behaviors, and pinpoint opportunities for enhancing our internal collection processes. Your analytical skills will be instrumental in developing and implementing strategies that improve recovery rates.
• • Maintaining a high standard of operational excellence is paramount. You will be expected to achieve and sustain an Index compliance rate above 90%. This includes meeting stringent targets for response times, first-contact resolution (FCR), and overall productivity metrics. Adherence to these standards ensures a consistent and high-quality service delivery.
• • Security and compliance are non-negotiable. You will be entrusted with handling sensitive financial and confidential customer information. It is imperative that you maintain the highest levels of data security, reporting any risk-related incidents promptly to prevent potential economic, legal, or reputational damage to Addi and its customers.
• • You will strictly adhere to all internal policies and relevant industry regulations governing collections management. This includes staying informed about compliance requirements and ensuring all actions taken are within legal and ethical boundaries.
• • A key contribution will be your ability to analyze collections performance metrics. You will provide insightful reports and recommendations to leadership, aimed at refining and enhancing our overall recovery strategies. This data-driven approach is vital for continuous improvement.
• • By identifying emerging customer trends and potential friction points in the collections process, you will proactively propose actionable improvements to optimize efficiency and effectiveness. Your insights will directly contribute to streamlining operations and boosting recovery outcomes.
• • Collaboration is essential. You will work closely with various internal teams, including Risk, Legal, and Customer Experience, to refine collection strategies, share insights, and implement data-driven decision-making processes that benefit the entire organization.
• • This role offers a unique opportunity to be part of a fast-paced, agile startup environment. You will thrive on adapting quickly to evolving strategies, tools, and processes, taking full ownership of your workflow from beginning to end. Your ability to learn rapidly and prioritize effectively in a high-volume setting will be critical to your success.
• • You will be empowered to master new collections technology, adapt swiftly to regulatory changes, and actively contribute to the ongoing development of our collections playbook, ensuring Addi remains at the forefront of financial innovation and operational excellence.