Collections Product Lead
We are looking for a Collections Product Lead to join our Collections team.
We're launching a new business line in Colombia and looking for a product and strategy leader who will own the end-to-end customer journey across precollections and collections. In this role, you will sit at the intersection of credit risk, product, data, engineering, operations, and legal, holding full accountability for how the collections experience is designed and how it performs. You will turn fragmented touchpoints — reminders, messages, calls, payment options, restructuring offers, and self-service flows — into coherent, measurable journeys that recover money while keeping customers engaged and treated fairly.
Challenges that await you:
We're launching a new business line in Colombia and looking for a product and strategy leader who will own the end-to-end customer journey across precollections and collections. In this role, you will sit at the intersection of credit risk, product, data, engineering, operations, and legal, holding full accountability for how the collections experience is designed and how it performs. You will turn fragmented touchpoints — reminders, messages, calls, payment options, restructuring offers, and self-service flows — into coherent, measurable journeys that recover money while keeping customers engaged and treated fairly.
Challenges that await you:
- Journey Mapping & Design: Build and maintain the end-to-end precollections and collections customer journey across all stages, channels, decision points, and customer touchpoints in the Colombian market.
- Friction & CX Optimization: Identify friction points, drop-offs, and operational inefficiencies, redesigning journeys to improve recovery performance, customer experience, and cost efficiency.
- Collections Strategies & Self-Service: Design and launch end-to-end collection strategies across precollections and active delinquency, including early-warning communications, tailored repayment plans, restructuring offers, and seamless self-service resolution flows.
- Segmentation & Channel Orchestration: Tailor communication, offers, and interventions to customer behavior and risk profiles. Own channel orchestration across SMS, WhatsApp, email, push notifications, IVR, and agent interactions to optimize contactability and engagement.
- Product Roadmap & Requirements: Build and drive the collections product roadmap, prioritizing initiatives based on business impact. Translate business requirements into clear technical specifications for Engineering, Data, and Operations teams.
- Continuous Experimentation: Drive continuous optimization through A/B testing and champion/challenger frameworks to refine messaging, timing, offers, and customer journeys.
- Metrics & Reporting: Define, monitor, and improve key collections metrics (roll rates, cure rates, recovery rates, promise-to-pay performance, cost-to-collect) and build reporting frameworks to support data-driven decisions.
- 5+ years of experience in Product Management, Customer Lifecycle, Credit Risk, Collections, or Lending Operations in fintech, banking, or consumer lending.
- Proven track record of designing, optimizing, and scaling digital customer journeys with measurable business impact.
- Strong understanding of collections, servicing, CRM, or lifecycle management processes in high-growth or digital-first environments.
- Advanced analytical mindset with hands-on experience working with delinquency, roll-rate, recovery, and segmentation data.
- Hands-on experience writing product requirements (PRDs, user stories) and delivering products in close collaboration with Engineering and Data teams.
- Experience designing and evaluating experimentation frameworks (A/B testing, Champion/Challenger).
- Strong stakeholder management skills with the ability to align cross-functional teams (Risk, Operations, Legal, Compliance, Tech).
- Fluent/Native Spanish and B2 or higher English level for effective communication within an international team.
- Direct experience launching fintech/lending products or collections journeys in Colombia or the LATAM region.
- Familiarity with modern collections platforms, CRM/communication tools, auto-dialers, or automated decisioning engines.
- Solid SQL skills for quick data exploration and independent deep dives.
- In-depth understanding of local legal requirements, fair treatment principles, and regulatory landscape in Colombia.
- Innovative Spirit: A commitment to creativity and groundbreaking solutions
- Honest Feedback: Valuing open, transparent communication
- Supportive Team: A strong, collaborative community
- Celebrating Achievements: Recognizing our wins together
- High-Tech Environment: A team full of smart and ambitious people who challenge the status quo of traditional finance
- Relocation support with assistance for the employee and their family
- Flexible work from our offices or remote
- Healthcare Coverage
- Education Budget: language lessons, professional training, and certifications
- Wellness Budget: mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave
