Collections Analyst - Analista de Cobrança - SP - Hybrid

What you'll do

Increase the operational efficiency of the Collections team through process automation (n8n, AI, and integrations), while establishing control, operational routines, and governance for the external vendors and partners that support the collections operation.

Key responsibilities:

Active and Receptive Collections Routine

• Contact delinquent customers via WhatsApp and email.
• Respond to Customer Happiness tickets and related areas.

Projects and Process Automation

• Actively participate in Collections team projects (API development, self-negotiation tools, collections CRM, improvements to the CCB flow, etc.).
• Identify, prioritize, and implement automation opportunities for collections operations, including customer communication, invoice/boleto generation, n8n integrations, and AI agents.
• Continue and scale existing initiatives, such as improvements to the CCB generation flow, restriction removal flows with credit protection agencies, and discount negotiation agents.

Vendor Management

• Act as the main point of contact for strategic collections and recovery vendors.
• Establish an operational cadence to monitor Service Level Agreements (SLAs) and the quality of each vendor's deliverables.
• Lead contract negotiations and renegotiations to reduce costs and improve performance.
• Evaluate new vendors and market opportunities, including debt portfolio sale marketplaces (credit assignment).

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.

Must haves

• Prior experience with process automation tools (such as n8n or similar); or, alternatively, a strong technical foundation (knowledge of Claude, ChatGPT, Gemini, n8n, or other AI tools) and genuine interest in working with these tools.
• Experience in collections, credit recovery, financial operations, or related operational areas.
• Experience with CCB generation and CNAB flows with securitization companies and banking partners.
• Experience managing vendors or external partners, including SLA tracking.
• Strong analytical skills, including data interpretation, objective prioritization based on effort versus impact, and reporting development — data driven.
• Ability to identify opportunities, design solutions, implement them, and measure results.
• Clear communication to report progress and results to leadership and partner teams, including Risk, Backoffice, Credit/CD, CH, Finance, Legal, and Data.

Nice to haves

• Intermediate/advanced English (B2–C2).
• Knowledge of SQL and/or BI (Business Intelligence) tools, such as Metabase, for performance metrics tracking.
• Prior experience in fintechs, securitization companies, or banks.
• A good sense of humor

Where we work

This is a hybrid role: you'll split your time between the office, customers and home. We don't set a minimum number of office days for most roles — you'll spend time in the office naturally, and most days during your ramp-up or when your leader asks.