Collection Lead (Fintech / Digital Lending)

We are looking for an experienced Collection Lead to build, manage, and take full ownership of our end-to-end collections function in a digital lending environment. This is a strategic role — you will be responsible for designing the full collection lifecycle, from early delinquency to default, including automation, auto-debit optimization, customer communication, and performance tracking to deliver on key business KPIs.

Key Responsibilities

1. Collection StrategyDesign and implement collection strategies across all DPD buckets (DPD 1–90+).

• Define escalation flows and transitions between buckets.
• Optimize recovery rates while ensuring local regulatory compliance.
• Monitor legal and financial constraints regarding interest rates, fees, and penalties.

2. Payment & Debit Strategy (including Auto-Debits)Design, implement, and optimize the auto-debit (débito automático / recurrent payments) strategy for seamless loan repayment.

• Define rules for auto-debit execution, including partial collections, retry logic, and fallback routines for failed transactions.
• Define optimal payment collection timing based on local salary cycles (quincenal/mensual).
• Optimize integration and success rates with local payment methods (PSE, bank transfers, Nequi, Daviplata, and cash points like Efecty/Gana).
• Monitor and improve overall debit and repayment success rates.

3. Team ManagementManage and scale the collections team / call center operations.

• Develop scripts, guidelines, and DPD-based workflows adapted to the local market.
• Train agents and ensure quality control.
• Define team structure (in-house vs outsourced collection agencies).

4. Automation & Digital CollectionsDesign and manage automated communication (SMS, WhatsApp, bots, robocalls).

• Define triggers and customer journeys for digital collections.
• Run A/B testing to improve communication channel performance.

5. KPI Management & AnalyticsDefine and track key metrics (recovery rate, roll rate, cure rate, PTP, contact rate, and auto-debit success rates).

• Build reporting dashboards to monitor portfolio health.
• Optimize strategies using data insights.

6. Vendor & Partner ManagementManage payment gateway providers, local collection agencies (casas de cobranza), and text/voice providers.

• Define outsourcing strategies for later DPD buckets.

7. Compliance & RiskEnsure strict compliance with Colombian consumer protection laws, data privacy regulations (Ley Habeas Data), and financial guidelines (SFC or Superintendencia de Sociedades regulations).

• Adhere to Ley 2300 de 2023 (Ley de Horarios Protegidos / Dejen de Fregar) regarding contact frequency, specific channels, and allowed hours for collection communications.
• Manage proper reporting, credit bureau notifications, and negative updates (reportes negativos) with Datacrédito and TransUnion/Cifin.
• Ensure proper legal authorization and mandates are obtained from customers for auto-debit processing.
• Support legal and product teams with messaging templates.

Requirements

• Experience3–5+ years in collections / recoveries (fintech, digital lending, consumer finance, or retail banking) with mandatory experience in the Colombian financial or fintech market.
• Proven experience in designing and managing auto-debit / recurring payment strategies in Colombia.
• Experience with DPD segmentation, credit bureau reporting procedures, and call center operations (internal or external).
• Hands-on experience with collection software, CRM tools, automated dialers, SMS platforms, and WhatsApp Business API.

Skills & Languages

• Strategic and analytical thinking with data-driven decision-making.
• Experience building collection processes from scratch.
• Deep understanding of local payment flows, banking habits (specifically digital wallets like Nequi and Daviplata), and repayment behavior.
• Strong team leadership, ownership, and accountability.
• Ability to balance recovery performance with a respectful and excellent customer experience.

Languages: Professional proficiency in English (for reporting and C-level alignment) and Native Spanish.

Nice to have

• Experience launching new markets or products.
• Experience with AI or advanced automation in collections.