Key Responsibilities
1. Collection Strategy
Design 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 Management
Manage 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 Collections
Design 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 & Analytics
Define 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 Management
Manage payment gateway providers, local collection agencies (casas de cobranza), and text/voice providers.
Define outsourcing strategies for later DPD buckets.
7. Compliance & Risk
Ensure 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
Experience
3–5+ 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.
