Collections Supervisor

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.