Digital Collections Manager

About this role

• 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.