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Salary: USD 90,400 - 113,000 / annual
Brex is an intelligent finance platform enabling companies to spend smarter and move faster across 200+ markets. This role leads the Collections & Recovery team within Brex's Operations division, which owns credit, fraud, money movement, and payments.
You will manage the day-to-day execution and performance of the Collections team, overseeing the full lifecycle of delinquent business credit accounts—from failed payments and early delinquency through payment plans, workouts, charge-offs, and legal recovery. The team manages unsecured business credit portfolios and works primarily in-house, supported by technology and external partners for scaled outreach and specialized recovery.
Key responsibilities include:
**People Leadership**: Hire, coach, and develop a high-performing collections team. Set clear expectations for results, productivity, quality, and customer treatment. Address performance gaps and prepare team members to manage increasingly complex, higher-balance accounts.
**Early & Late-Stage Delinquency Management**: Lead the team's response to failed automatic payments, ACH returns, and past-due balances. Manage daily outreach, queue priorities, and contact cadence. For later-stage accounts, oversee payment plans, promise-to-pay follow-up, and proposed term modifications or settlements.
**Account Actions & Risk Support**: Identify and recommend appropriate account actions (credit limit reductions, spend freezes, card suspensions, closures). Provide timely, evidence-based assessments of high-balance delinquent accounts to support Risk and Finance provisioning decisions.
**Legal Coordination**: Coordinate account referrals, documentation, and follow-up with Legal and outside counsel on demand letters, litigation, and enforcement. Recognize and escalate bankruptcy notices, proofs of claim, and other time-sensitive legal matters.
**Performance & Compliance**: Monitor team and portfolio performance across 31+ days past due, cure rate, loss rate, and quality metrics. Maintain collections practice standards through coaching, call reviews, accurate documentation, and timely complaint resolution. Ensure compliance with approved policies and Legal/Compliance guidance.
**Operations & Process Improvement**: Direct daily collections operations, ensuring clear priorities and effective workflows. Identify process gaps, provide actionable feedback, and propose practical solutions that improve team performance and customer experience.
You will serve as the day-to-day operational contact for internal partners, outside counsel, and collections vendors. You'll share insights from daily collections activity with leadership, highlighting recurring customer challenges, emerging delinquency patterns, and process gaps.
**Requirements:**
- 5+ years of experience in collections, recovery, or credit operations, including 2+ years directly managing a team, with demonstrated success in coaching, performance management, and driving operational results
- Direct experience managing delinquent accounts, negotiating payment arrangements, and assessing appropriate recovery actions
- Experience managing team and portfolio performance against collections goals, with demonstrated ability to explain performance trends, identify root causes, and improve delinquency, cure, recovery, and quality outcomes
- Experience coordinating with third-party collections vendors, agencies, or outside counsel
- Strong analytical and reporting skills with ability to use spreadsheets and BI tools to monitor performance, segment accounts, and evaluate operational changes
- Sound commercial judgment and ability to lead difficult conversations with customers, team members, and business partners
- Strong communication and presentation skills, with ability to produce clear reports and present actionable recommendations supported by data
**Bonus qualifications:**
- Commercial or B2B collections experience, including understanding of business entities, business and personal guarantees, and unsecured business debt recovery
- Experience managing collections for charge card or revolving credit portfolios
- Experience supporting accounts involving bankruptcy, business closure, or legal recovery
- Experience identifying operational gaps and implementing improvements to collections workflows with measurable gains
- Familiarity with collections platforms and communication tools (Salesforce, Snowflake experience a plus)
- Exposure to credit risk or underwriting
