Collections Analyst
Collections Analyst
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Job Description
About Addi
We are a leading financial platform building the future of payments shopping and bankinga world where consumers and merchants can transact effortlessly grow together and where we create abundance and generate pride in them. Today we serve over 2 million customers and partner with more than 20000 merchants making Addi Colombias fastest-growing marketplace.
We provide banking solutions (deposits payments unsecured credit) and commerce services (e-commerce marketing) using state-of-the-art technology bridging the financial gap for millions and redefining how people experience financial freedom. As the countrys leading Buy Now Pay Later provider we have secured regulatory approval to operate as a bank unlocking even greater opportunities for our the past year we have also achieved profitability reinforcing the strength of our business model and our ability to scale sustainably.
Our mission has earned the trust of world-class investors including Andreessen Horowitz Architect Capital GIC Goldman Sachs Greycroft Monashees Notable Capital Quona Capital Union Square Ventures Victory Park Capital and more who back our vision for the future. With their support we are not just growingwe are transforming Latin Americas financial ecosystem and shaping the next generation to shop pay and bank in Colombia.
But what truly sets us apart is how we build. We are a conscious company driven by deep experience in scaling technology services and products and we live by our values every day.
About the Role
This is where you come in. Below youll find what this role is all aboutthe impact youll drive the challenges youll tackle and what it takes to thrive at Addi. If youre ready to be part of something big keep reading.
Whats the mission youll drive
As a Collections Analyst your mission is to efficiently manage debt recovery while providing personalized support to facilitate payments and foster responsible financial habits among customers. Through high-quality service you will encourage customers to prioritize their payments with Addi over other obligations. You will be responsible for meeting quality productivity and recovery goals resolving customer needs on the first contact through available channels. For complex cases you will escalate situations and conduct careful follow-ups ensuring an exceptional customer experience in every interaction.
What you will do
Debt Recovery Management
Manage customer interactions via chat calls and emails offering personalized support to facilitate payments and encourage financial responsibility.
Ensure efficient portfolio recovery analyzing customer data and identifying opportunities to improve internal processes.
Provide solutions tailored to customer circumstances while maintaining a customer-centric approach.
Performance & Compliance Standards
Maintain an Index compliance rate above 90% including response times first-contact resolution and productivity metrics.
Guarantee secure handling of financial and confidential customer information reporting any risk-related incidents to prevent economic legal or reputational losses.
Adhere to internal policies and industry regulations related to collections management.
Process Improvement & Data Analysis
Analyze collections performance metrics and provide insights to enhance recovery strategies.
Identify customer trends and propose process improvements to optimize efficiency.
Collaborate with internal teams to refine collection strategies and implement data-driven decision-making.
What were looking for
Must-Have Skills & Experience
2 years of experience in collections or customer service managing multi-channel interactions (phone chat email).
Proven ability to solve problems efficiently and effectively focusing on first-contact resolution.
Experience with collections management tools and CRM systems (e.g. Salesforce Kustomer or similar) for case tracking and resolution.
Nice-to-Have Skills
Strong negotiation and mediation skills to reach mutually beneficial agreements with customers.
Adaptability to rapidly changing strategies tools and processes in a fast-paced environment.
Excellent verbal and written communication skills with the ability to explain technical topics to non-technical audiences and craft clear concise emails and reports.
Analytical mindset with the ability to interpret data identify trends and generate reports for process optimization.
Why join us
Make a Real Impact:
As a Collections Analyst you will directly influence Addis financial recovery and customer loyalty playing a key role in our business strategy.
Career Growth & Learning Opportunities
You will have access to continuous training.
Must-Have Skills & Experience
2 years of experience in collections or customer service managing multi-channel interactions (phone chat email).
Proven ability to solve problems efficiently and effectively focusing on first-contact resolution.
Experience with collections management tools and CRM systems (e.g. Salesforce Kustomer or similar) for case tracking and resolution.
Nice-to-Have Skills
Strong negotiation and mediation skills to reach mutually beneficial agreements with customers.
Adaptability to rapidly changing strategies tools and processes in a fast-paced environment.
Excellent verbal and written communication skills with the ability to explain technical topics to non-technical audiences and craft clear concise emails and reports.
Analytical mindset with the ability to interpret data identify trends and generate reports for process optimization.
How the hiring process looks like
We believe in a fast transparent and engaging hiring experience that allows both you and us to determine if theres a great fit. Heres what our process looks like:
Step 1: People Interview (30 min)
A conversation with a recruiter to get to know you your experience and what youre looking for. Well also share more about Addi our culture and the role.
Step 2: Technical Assessment (On-site 50 min)
With this technical challenge we want to see your skills and expertise in debt recovery. We expect that you invest 1 hour on it with our team to validate:
Case-based negotiation scenarios
Effective debt collection communication strategies
Data-driven decision-making in collections
Step 3: Business Case / Technical Exercise (60 min)
You will receive a realistic collections challenge requiring you to:
Analyze customer financial situations and propose solutions.
Demonstrate negotiation and communication strategies for debt recovery.
Show how you would use data-driven insights to optimize collections strategies.
We value efficiency and respect for your time so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you just as much as it is for us. Regardless of the outcome we are committed to always providing feedback ensuring that you walk away with valuable insights from your experience with us.
Required Experience:
IC
Employment Type
Full-Time
