Digital Collections Manager

- Strategy & Execution: - Develop and implement efficient loan collection strategies tailored to a digital lending environment. - Segment loan portfolios and prioritize collection actions based on risk exposure and customer behavior. - Design and monitor automated workflows and digital touchpoints (e.g., SMS, email, app notifications) for collections. - Team Management: - Supervise and coach collections officers and agents to meet collections targets. - Monitor team performance and provide regular feedback and training. - Process Optimization: - Leverage technology, including CRM tools, AI, and analytics platforms to track loan delinquencies and optimize collection efficiency. - Collaborate with product, tech, and data teams to continuously refine collections processes. - Customer Engagement: - Handle escalated customer issues with professionalism and tact. - Develop user-friendly repayment plans and negotiate settlements where appropriate. - Reporting & Compliance: - Maintain accurate records of interactions, payments, and commitments. - Ensure compliance with regulatory requirements and internal policies. - Provide regular reports and insights to management on portfolio performance, trends, and risks. Requirements - Bachelor’s degree in Finance, Business Administration, Economics, or related field. - Minimum 5 years of experience in collections or credit recovery, with at least 2 in a digital lending or fintech environment. - Strong leadership and team management skills. - Proficient in the use of digital collection tools, CRMs, and Excel/data analytics platforms. - Excellent communication, negotiation, and customer service skills. - Familiarity with local financial regulations and microfinance operations. Preferred Qualifications: - Experience with loan management systems (LMS) and digital banking platforms. - Certification in credit management or debt recovery. - Excellent skills in Microsoft office Benefits You’ll receive competitive compensation and work with amazing people. You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges.