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Collections Manager

hace 3 semanas

Santo Domingo, Nacional, República Dominicana Kiwi Financial Inc A tiempo completo

We are looking for a Collections Manager responsible for designing, implementing, and managing the company's collections strategy and day-to-day operations. This role ensures that delinquency and recovery performance meet targets through effective portfolio monitoring, operational execution, and continuous strategy optimization. The manager will work closely with cross-functional teams to align collections processes with product, credit, customer experience, and compliance requirements.


Key Responsibilities
Collections Strategy

  • Develop and maintain the end-to-end collections strategy for early, mid, and late-stage delinquency.

  • Define segmentation rules, customer treatment paths, outreach cadence, and channel mix.

  • Identify and implement improvements based on portfolio trends, behavioral insights, and test results.

  • Partner with Data to run experiments and measure strategy effectiveness.

Operations Management

  • Oversee daily collections activities, including queue setup, agent workflows, and escalation processes.

  • Ensure consistent adherence to scripts, procedures, and quality guidelines.

  • Manage external collections partners (if applicable), including performance reviews and calibration sessions.

  • Support staffing planning and performance management for internal collections team members.

Portfolio Monitoring & Reporting

  • Track key metrics including roll rates, cure rates, PTP conversion, losses, and agent performance.

  • Provide regular analysis and insights on risk patterns, operational gaps, and improvement opportunities.

  • Prepare weekly and monthly updates for leadership summarizing performance and notable trends.

Compliance & Quality Control

  • Ensure compliance with all relevant regulations (FDCPA, CFPB, state rules).

  • Maintain collections policies, procedures, scripts, and QA frameworks.

  • Conduct routine call quality assessments and process audits.

  • Collaborate with Compliance and Legal on regulatory reviews or updates.

Cross-Functional Collaboration

  • Work with Product and Engineering to improve collections flows, tooling, automation, and system logic.

  • Partner with Credit Risk on risk appetite, thresholds, and early warning indicators.

  • Coordinate with Customer Support for escalations and exception handling.

  • Provide context to Finance regarding performance forecasts and loss expectations.

Role Requirements

  • 3–5 years of experience in collections or related operations.

  • Experience designing or optimizing collections strategies.

  • Strong analytical capability with the ability to interpret delinquency trends and performance metrics.

  • Working knowledge of SQL (ability to write queries, analyze datasets, and validate metrics).

  • Knowledge of applicable collections regulations and best practices.

  • Experience managing teams and/or external partners.

  • Strong execution discipline and attention to detail.

Success Indicators

  • Delinquency and recovery performance meets or exceeds targets.

  • Clear and consistent execution of strategy across all stages of collections.

  • Improvements implemented based on data insights and operational feedback.

  • Strong quality assurance results and adherence to compliance standards.

  • Effective collaboration with cross-functional teams.

    Join our Kiwi team