Manage a portfolio of delinquent customers, focusing on recovering recurring revenue;
Conduct high-volume outbound and inbound contacts (WhatsApp, phone and email), leading payment negotiations;
Analyze each customer’s situation, prioritize cases and define the best collections strategy;
Accurately record interactions, agreements and payment promises in systems (CRM and spreadsheets);
Contribute to the continuous improvement of the collections cadence, negotiation scripts and departmental KPIs.

Previous experience in collections, credit recovery or related areas at a mid-level;
High energy and resilience to perform in a target-driven environment with a high volume of customer contacts;
Genuine interest in speaking with customers, negotiating and building sustainable agreements;
Results-oriented with the ambition to meet and exceed recovery targets;
Intermediate knowledge of Google Sheets (data handling, filters and basic formulas).
Familiarity with CRM systems, preferably HubSpot, or similar tools;
Experience with corporate/B2B clients in recurring revenue models (subscriptions, memberships, annual plans);
Experience in startups or growing companies, participating in improvements to collections processes, cadence and negotiation scripts.

Meal and transportation allowances on a flexible benefits card
Health insurance
Dental insurance
Partnership with SESC
Life insurance
Private pension plan
Day off during the birthday month
WellHub with dependent coverage
Extended maternity and paternity leave
Childcare reimbursement
OnHappy benefit: discounts on travel and accommodations
Excellent work environment with a leisure area, game room and a relaxed atmosphere!

Retention Analyst – Mid-level, Collections

Key skills