Lead Customer Management & Collections (Fintech)

TL;DR

Lead Customer Management & Collections (Fintech): Building and owning credit management, credit limit increase (CLI), and collections frameworks for the Mexico Credit Card product with an accent on customer empathy and credit builder segments. Focus on designing recovery strategies, monitoring portfolio metrics, and collaborating with Product and Data Science to optimize the customer journey.

Location: In office in Mexico City. Hybrid model (Remote Mondays and Fridays).

Company

Fintech unicorn focused on rebuilding consumer finance products, including loans, credit cards, and car finance.

What you will do

• Own portfolio performance post-acquisition, including delinquency rates, roll rates, and overall profitability.
• Design and continuously improve the Credit Limit Increase (CLI) framework, focusing on eligibility, timing, and quality assurance.
• Build and lead collections strategies that balance financial recovery with customer empathy.
• Collaborate with Product and Data Science to refine behavioral scoring and customer-facing flows (payment reminders, activation nudges).
• Monitor management KPIs including DPD buckets, NPL rates, and recovery rates.
• Ensure full compliance with Mexican financial regulations regarding collections and customer treatment.

Requirements

• Proficiency in English and Spanish.
• Solid background in credit management, collections, or consumer lending.
• Experience with credit fundamentals: delinquency curves, roll rates, and vintage analysis.
• Comfort with SQL for independent portfolio data querying and analysis.
• Ability to operate in a fast-paced, unstructured fintech environment with a strong ownership mentality.
• Must be based in Mexico City.

Nice to have

• Experience with credit builder, thin-file, or underbanked segments.
• Familiarity with Mexican financial regulations (CONDUSEF, CNBV).
• Experience in startup or scale-up environments.
• Knowledge of first-party fraud in collections contexts.

Culture & Benefits

• Hybrid work schedule with remote options every Monday and Friday.
• In-house chefs providing fresh, healthy lunches in the office Tuesday-Thursday.
• Best-in-class compensation including equity.
• Private health insurance coverage.
• Inclusive and open workspace environment.