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Salary: USD 100,000 - 130,000 / annual
Adyen is a global financial technology platform providing payments, data, and financial products to major customers including Meta, Uber, H&M, and Microsoft.
The Credit Risk Operations team manages Adyen's global arrears and collections flow for financial products including merchant cash advances, capital loans, charge cards, overdrafts, and hardware financing. The team sits at the intersection of Credit Risk, Product, Finance, Legal, and Risk & Compliance functions.
As a Senior Collections Analyst in Chicago, you will own a portfolio of US merchants in arrears and resolve each case end-to-end, from initial outreach through repayment plan negotiation, recovery, or escalation. You will run your portfolio independently within agreed playbooks and approval limits, escalating exceptions such as settlements, write-offs, and legal actions to senior colleagues. As you grow, you will take on increasingly complex accounts.
Key responsibilities include:
- Managing a portfolio of merchant accounts in arrears and driving each case to resolution via email and phone
- Explaining contractual obligations clearly, negotiating realistic repayment plans, and ensuring follow-through
- Identifying breaches of agreement (licensing issues, unauthorized business activity) and coordinating next steps with Legal and Credit Risk
- Escalating appropriately and coordinating recoveries across Risk, Finance, Legal, and Product teams to ensure merchants receive consistent communication
- Monitoring portfolio health metrics including delinquency rates, roll rates, promise-to-pay rates, and cure rates; flagging emerging risks early
- Maintaining accurate, audit-ready records of all merchant interactions and case decisions
- Ensuring all recovery actions comply with US federal and state collections, servicing, and lending regulations
- Contributing to the design and improvement of collections tooling, automation, and workflows to enable scalable growth
The role is hybrid, requiring presence in the Chicago office 3 days per week.
REQUIREMENTS:
Minimum Requirements:
- Demonstrated experience in collections, account recovery, or credit operations at a lender, bank, fintech, or payments company
- Hands-on experience managing a portfolio of overdue business or consumer credit accounts
- Working knowledge of US collections and servicing regulations and their day-to-day application
- Ability to handle difficult conversations with empathy and firmness while maintaining relationships
- Clear written and spoken English, including ability to explain complex terms (breach of contract, default) in plain language
- Strong organizational skills to track multiple accounts, deadlines, and follow-ups without losing detail
- Comfort with collections platforms or CRM tools, and proficiency with Excel or Google Sheets for basic reporting
- Collaborative, low-ego, high-accountability approach to working with Risk, Legal, Finance, and Product teams
- Ability to leverage AI tools and automation to increase operational efficiency
Preferred Qualifications:
- Experience collecting on commercial credit products (merchant cash advances, working capital loans, charge cards, overdrafts, equipment financing)
- Familiarity with FDCPA, UDAAP, state collection licensing rules, and fair-lending expectations as applied to business credit
- Experience handling legal escalations, settlements, charge-offs, or third-party agency placements
- Comfort with data analysis using SQL, Looker, or similar tools to analyze delinquency trends and build reports
- Track record of improving collections processes, building playbooks, or automating workflows
