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PayJoy is a mission-driven fintech company providing secured credit solutions to underserved customers in emerging markets. The company has served over 18 million customers and operates profitably using advanced machine learning, data science, and anti-fraud AI.
The Collections Supervisor role manages early-stage loan delinquency (1-15 days past due) and oversees the internal collections team to prevent further delinquency and recover outstanding amounts. Key responsibilities include:
• Designing and executing collection strategies using digital communication channels while managing the internal collections team
• Executing manual operational processes including portfolio file preparation, validation, and delivery to external collection agencies
• Managing SMS and push notification campaigns through internal systems with accuracy and compliance
• Coaching team members based on QA evaluations, applying corrective actions, and conducting regular performance conversations
• Serving as the primary point of contact across Quality, Training, Product, CX, Engineering, Data, Legal, Marketing, and Finance teams
• Identifying operational bottlenecks and suggesting improvements to scripts and processes
• Ensuring compliance with collection regulations, internal policies, and approved scripts in all interactions
• Coordinating with external collection agencies handling accounts 16+ days past due, developing portfolio allocation strategies
• Monitoring and evaluating performance of internal team and external agencies using daily recovery rates, campaign profitability, and operational indicators
• Conducting month-over-month performance comparisons between control and treatment groups using data analytics
• Generating detailed analytical reports on collection strategy effectiveness
• Designing and executing recovery experiments to improve collection efficiency
• Monitoring and adjusting collection processes to comply with local regulations and mitigate legal risks
Requirements:
• Bachelor's degree in Business Administration, Finance, or related field
• Minimum 2-4 years of experience in collections management, team leadership, and customer services
• Proficiency in collection management software and tools, Google Suite, and MS Office (Excel, Word, PowerPoint); SQL for data analysis is a plus
• Knowledge of credit reporting procedures and compliance standards
• Strong analytical skills with experience in performance measurement and strategy evaluation
• Excellent organizational and problem-solving abilities with seamless collaboration capability
• Knowledge of providing proper feedback and coaching; ability to work in teams under pressure
• Ability to demonstrate empathy and supportive communication with clients; strong assertive communication skills (oral and written)
