Translate the B2C collections strategy into operational plans for external vendors and the internal team, aligning targets and the collections cadence.
Manage third-party vendors (BPOs) through on-site and remote audits, mailing validations, verification of correct policy use, and oversight of contracted PAs.
Monitor and optimize critical KPIs (recovery rate, contactability, aging, AHT, PDD, involuntary churn), define corrective actions, and acknowledge best practices.
Ensure process compliance (negative/positive credit reporting, legal protests, issuance of payment slips, tabulation) and adherence to internal policies and legal requirements.
Lead performance rituals (daily/weekly meetings with vendors, QBRs, internal committees) and prepare executive reports with recommendations for continuation or de‑accreditation of vendors.
Integrate key areas (Legal, Finance, Customer Service, Planning, Technology) to remove collections bottlenecks and improve flows (invoicing, payment channels, IVR/WhatsApp/App/CRM).
Support system migrations and validations, ensuring data integrity, cadence and KPIs during transitions.
Develop the team (internal staff and partner focal points) through training in negotiation techniques, data analysis and tool usage, reinforcing a results
and quality-driven culture.

Experience auditing vendors, managing collections cadence, running performance rituals and analyzing collections metrics; experience with digital channels (IVR, WhatsApp, App/CRM) and processes for negative/positive credit reporting and legal protests.
Bachelor’s degree in Business Administration, Economics, Accounting, Finance, Industrial Engineering or related fields.
Preferred: Postgraduate degree/MBA in Finance, Auditing, Process Management, Analytics or related areas.
Management of collections KPIs (recovery rates, aging, contactability, churn).
Audit of vendors’ operational processes.
Excel (formulas, PivotTables, charts).
BI tools (e.g., Power BI).
Collections/CRM systems and dialer platforms.
Leadership and management of teams/third parties.
Executive communication and negotiation.
Analytical mindset, results orientation and decision-making skills.

Collections Coordinator

Key skills