Lead Customer Management & Collections

Lendable Ltd

Job Overview

Location

Mexico City, Mexico

Job Type

Full-time

Full Job Description

📋 Description

• Own end-to-end credit management and collections strategy for Lendable’s Mexico Credit Card, building frameworks from the ground up as a founding role.
• Design and continuously improve Credit Limit Increase (CLI) eligibility criteria, timing, sizing, and quality assurance processes to drive responsible credit expansion.
• Develop and lead collections strategies across early, mid, and late-stage delinquency, balancing recovery goals with customer empathy and regulatory compliance.
• Monitor and analyze key portfolio KPIs including DPD buckets, NPL rates, roll rates, loss curves, recovery rates, and CLI uptake to assess performance and guide interventions.
• Identify behavioral signals predictive of delinquency and design proactive, data-driven customer interventions to reduce risk and improve engagement.
• Collaborate closely with Product teams to optimize customer-facing flows such as payment reminders, activation nudges, and CLI offers that directly influence credit behavior and repayment rates.
• Work with Data Science to build, refine, and validate behavioral scoring models and automated collections models using portfolio data.
• Create and maintain internal dashboards and reporting frameworks to track credit performance, automate manual reporting, and enable real-time decision-making.
• Ensure all credit management and collections practices comply with Mexican financial regulations, including CONDUSEF and CNBV guidelines for customer treatment and debt recovery.
• Partner with Operations and Customer Support to streamline workflows, resolve escalations, and improve the end-to-end customer experience in credit-related interactions.
• Drive operational efficiency by identifying and implementing automation opportunities to reduce manual work and improve scalability of credit processes.
• Contribute to credit committee discussions and risk governance by presenting data-backed insights and recommending strategic adjustments to portfolio risk exposure.
• Champion a data-driven culture by using SQL to independently query and analyze portfolio data, uncover anomalies, and test hypotheses on credit performance.
• Balance commercial objectives with fair, empathetic customer outcomes, ensuring collections practices are transparent, respectful, and aligned with Lendable’s mission to empower credit builders.
• Proactively identify risks and opportunities in portfolio performance, iterate quickly on treatments, and measure impact through A/B testing and outcome tracking.
• Communicate clearly and adapt messaging for diverse stakeholders including engineers, executives, compliance officers, and frontline customer support teams.
• Foster a culture of ownership and accountability by taking initiative, owning outcomes, and driving improvements without waiting for direction.
• Operate in a fast-paced fintech environment with high autonomy, where agility, creativity, and rapid iteration are essential to scaling a mobile-first credit product.
• Support the expansion of Lendable’s footprint in Mexico by building a scalable, compliant, and customer-centric credit management function from zero to one.

🎯 Requirements

• Proficiency in English and Spanish
• Solid understanding of credit management fundamentals: delinquency curves, roll rates, vintage analysis, recovery rates, and P&L impact of collections
• Experience designing or managing collections strategies for consumer lending or credit cards (early, mid, and late stage)
• Comfort with SQL for independent data querying and performance analysis
• Experience in credit card or consumer lending portfolio management
• Strong customer empathy and understanding of credit behavior in mobile-first, credit-builder segments

🏖️ Benefits

• Private health cover for physical and mental wellbeing
• Retirement and savings plans to support long-term financial wellbeing
• Complimentary lunches and fully stocked kitchen on in-office days
• Flexible working approach with hybrid model requiring three days in-office weekly
• Employee referral programme with competitive bonuses
• Cycle-to-work and electric vehicle salary sacrifice schemes (in select locations)

Skills & Technologies

Senior

Remote

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Lendable Ltd

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About Lendable Ltd

Lendable is a UK-based fintech that operates an online consumer-lending platform using open-banking data and machine-learning underwriting to offer unsecured personal loans and car finance. Founded in 2014 and headquartered in London, it funds loans through an institutional peer-to-peer model, matching investors with borrowers seeking fast, fixed-rate credit. The company automates identity, affordability and risk assessment, providing near-instant decisions and same-day payouts while giving investors access to diversified consumer credit returns. Regulated by the Financial Conduct Authority, Lendable has originated more than £2 billion in loans without maintaining physical branches, focusing on transparent pricing and mobile-first customer experience.

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