Collections Analyst

• Engage directly with merchants in arrears via email and phone to resolve missed payments, explain contractual obligations, and guide them through resolution paths
• Monitor portfolio performance, track delinquency rates, and maintain accurate logs of merchant communications and case status
• Identify breaches of agreement (e.g. licensing issues, unauthorized business activity) and work with Legal and Credit Risk teams on next steps
• Coordinate with internal teams on repayment plans, escalations, and recoveries, ensuring a consistent and compliant approach
• Contribute to the design and refinement of collections tooling, automation, and workflows, supporting a scalable operation
• Ensure all recovery activities are conducted in accordance with applicable regulatory, legal, and compliance requirements

• Minimum of 3 years experience in collections, financial operations, or account recovery, ideally within lending, banking, fintech, or payments
• Proven ability to manage a portfolio of overdue accounts, including working capital loans, overdrafts, charge cards, and hardware financing
• Experience handling sensitive merchant situations with professionalism and tact, while ensuring contractual obligations are met
• Strong understanding of repayment behavior, recovery strategies, and legal considerations around default and breach
• Familiarity with relevant compliance and regulatory frameworks (e.g. collections and servicing regulations in the US) is preferred but not required
• Comfortable working with internal stakeholders such as Risk, Legal, Product, and Finance to resolve complex cases
• Experience with collections tools, CRM systems and basic reporting tools
• Results-driven and goal-oriented
• Able to balance empathy and firmness in challenging conversations
• Comfortable in a scaling environment, helping to define processes and build for automation
• Analytical and organized
• Adaptable to changing priorities, product types, and risk levels
• Collaborative team player: low ego, high accountability
• Clear, professional communicator, both written and verbal
• Confident handling difficult conversations and resolving disputes constructively
• Comfortable engaging with both internal stakeholders and external merchants, sometimes in escalated situations
• Able to prioritize across multiple accounts and deadlines, knowing when to escalate
• Detail-oriented with strong follow-through on repayment timelines and documentation
• Brings a proactive, continuous-improvement mindset to internal processes and workflows
• Comfortable contributing to small projects or tooling improvements to help scale collections operations

Familiarity with regulatory frameworks in the US related to lending or collections is preferred