Overview:
The Collection Operations Lead for Early to Midstage Collections supports the Head of Early to Midstage Collections in managing daily collections operations, DCA partner coordination, portfolio monitoring, reporting, quality controls, and execution of collection strategy across consumer lending products such as Maya Easy Credit (MEC) and Maya Personal Loan (MPL).
The role ensures that day-to-day activities, payment follow-ups, restructuring support, payment arrangement monitoring, vendor handling, and operational initiatives are executed in a controlled, data-driven, and customer-appropriate manner.
What you will do:
- Lead the day-to-day collections operations for early to mid-stage accounts, including customer follow-ups, payment arrangements, account restructuring support, and issue resolution.
- Serve as the main coordinator between the Head of Collections, internal Credit Operations teams, and external collection agencies (DCAs) for products such as MEC and MPL.
- Manage and monitor collection agency partners by coordinating workloads, tracking performance, handling escalations, and ensuring required documentation is complete.
- Support projects that improve collections processes, including AI tools, voicebots, call automation, reporting enhancements, and operational efficiency initiatives.
- Identify and address operational risks, customer complaints, quality issues, compliance concerns, and process gaps, while recommending improvements.
- Ensure all collection activities follow company policies, regulatory requirements, communication standards, and internal controls.
What we are looking for:
- Bachelor's degree in Business, Finance, Operations, Data Analytics, or a related field. Relevant work experience may be considered in place of a degree.
- At least 3-5 years experience in collections, credit or lending operations, call center operations, vendor management, or financial services.
- Knowledge of consumer lending products, collections processes, payment arrangements, account restructuring, and working with external collection agencies is an advantage.
- Comfortable using Excel, Google Sheets, reports, dashboards, and performance tracking tools.
- Understanding of collections compliance, customer handling standards, complaint resolution, quality monitoring, and risk management.
- Open to supporting process improvements, automation projects, AI-driven initiatives, and other operational changes.
