Collections Analyst

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 about the 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

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

• 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.

• 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.

• 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

• Customer-Centric Negotiation & Conflict Resolution

  • Balances the business need for debt recovery with a deep commitment to the customer experience (CX) and fair treatment. Demonstrates strong negotiation and mediation skills to reach mutually beneficial payment agreements.

  • Demonstrated Achievement: Proven track record of high-performance in a collections or customer service role managing multi-channel interactions (phone chat email). Experience in achieving collections targets while maintaining a high customer satisfaction (CSAT) score or minimizing escalations.

  • Application: Will be responsible for efficiently handling complex or difficult customer conversations turning potentially negative experiences into resolutions that protect both the customer relationship and the companys financial health.

• Analytical Problem Solving & Process Optimization

  • Possesses an analytical mindset and ownership mentality to not just solve immediate customer issues but to identify the root cause and propose lasting process improvements.

  • Demonstrated Achievement: Experience with collections management tools and CRM systems (e.g. Salesforce Kustomer or similar) for case tracking and the ability to interpret data identify trends and generate reports for process optimization. Proven ability to solve problems efficiently prioritizing first-contact resolution.

  • Methodically analyzes collections data to pinpoint friction points in the customer journey or collections process translating data insights into actionable recommendations that increase recovery rates and operational efficiency.

• Fintech Adaptability & Operational Excellence

  • Thrives in an agile fast-moving startup environment. Demonstrates a strong ability to adapt quickly to rapidly changing strategies tools and processes taking full ownership of their workflow from start to finish.

  • Experience working in a fast-paced high-volume environment where prioritization and quick learning were critical. Has a history of successfully implementing new tools or adapting to significant process changes with minimal supervision.

  • Proactively masters new collections technology adapts swiftly to regulatory changes or new product launches and actively contributes to the continuous improvement of the collections playbook.

• Clear & Empathetic Communication

  • Exceptional verbal and written communication skills characterized by clarity conciseness and empathy. The ability to structure complex information into easily digestible and professional communications.

  • Demonstrated Achievement: Excellent track record in crafting clear concise emails and reports and the ability to effectively explain complex financial or technical topics to non-technical customers (and internal stakeholders).

  • Provides crystal-clear communication on payment plans and account statuses reducing customer confusion and disputes. Collaborates effectively across teams (Risk Legal CX) to coordinate complex case resolutions.
    

Why join us

• Work on a problem that truly matters We are redefining how people shop pay and bank in Colombia breaking down financial barriers and empowering millions. Your work will directly impact customers lives by creating more accessible seamless and fair financial services.

• Be part of something big from the ground up This is your chance to help shape a company influencing everything from our technology and strategy to our culture and values. You wont just be an employeeyoull be an owner

• Unparalleled growth opportunity The market were tackling is massive and were growing faster than almost any fintech lender at our stage. If youre looking for a high-impact role in a company thats scaling fast this is it.

• Join a world-class team Work alongside top-tier talent from around the world in an environment where excellence ownership and collaboration are at the core of everything we do. We care deeply about what we build and how we build itand we want you to be a part of it.

• Competitive compensation & meaningful ownership We believe in rewarding our talent. Youll receive a generous salary equity in the company and benefits that go beyond the basics to support your growth.

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 (50 min On-site)
  A live session with our team to evaluate your expertise in debt recovery through case-based negotiation communication strategies and data-driven decision-making.

• Step 3: Business Case (60 min)
  Youll receive a realistic collections challenge to analyze customer situations demonstrate negotiation approaches and show how you would use data insights to optimize recovery 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