Collections Lifecycle Manager

Job description

### **The mission:** At Baubap, we believe financial products should create freedom, not fear. That belief extends to every interaction we have with our customers, especially when they fall behind on payments. Unlike traditional lenders, we have never built a conventional collections operation based on pressure, harassment, or intimidation. We believe people deserve dignity regardless of their financial situation. We are looking for our very first Collections Lifecycle Manager: someone capable of designing an entirely new approach to overdue loan recovery. This role is not about building a call center. It is about building intelligent recovery journeys, empathetic communications, predictive systems, incentives, and experiences that help customers recover while preserving trust. We are looking for someone who deeply understands collections but who is also excited to challenge almost everything about how collections are traditionally done. ### **The expected outcome:** You will own the full overdue customer lifecycle at Baubap. This includes designing: - Recovery journeys across channels and delinquency stages - Messaging strategies, tone of voice, and customer communication frameworks - Behavioral incentives that increase repayment without coercion - Predictive models and segmentation strategies - Product experiences that help customers recover financially - AI-powered workflows and automation systems - Testing frameworks to continuously improve recovery performance and customer experience You will work cross-functionally with Product, Data Modeling, Engineering, Risk, Brand, and Customer Experience to create a collections function unlike anything that exists today in consumer lending. Over time, you will also build and lead a small team of highly analytical and creative builders who share. Success in this role is not measured only by recovery rates. It is measured by: - Building world-class recovery performance while maintaining customer trust - Reducing friction, anxiety, and shame in collections interactions - Creating scalable and intelligent systems instead of manual operations - Helping customers return to financial health - Proving that respectful collections can outperform aggressive collections **Why YOU should apply:** - Extensive experience in collections, recovery, or delinquency management in lending or fintech - Strong understanding of collections operations, strategy, and recovery economics - Experience designing collections flows, segmentation, and customer treatment strategies - Familiarity with predictive modeling, risk signals, and behavioral analytics - Experience working with digital channels such as SMS, WhatsApp, push notifications, email, IVR, and in-app communication - Ability to work cross-functionally with technical and non-technical team **What Makes Someone Exceptional For This Role** - You question traditional collections practices instead of defending them - You understand human behavior as much as spreadsheets - You care deeply about how customers feel during financial stress - You have imagination and are excited to experiment - You can combine operational rigor with creativity - You are excited about AI, automation, personalization, and modern communication systems - You believe recovery performance and customer dignity are not mutually exclusive - You want to help shape the future of consumer finance in Latin America. ### **Why This Role Matters** Millions of people have learned to associate collections with fear, shame, and harassment. We want to change that. At Baubap, we believe financial technology should help people move forward specially when they struggle. This role is an opportunity to build one of the most important and differentiated capabilities in our company from the ground up. And if we do it right, we believe it can become a new standard for the industry. **What we can offer:** - Being part of a multicultural, highly driven team of professionals - 20 vacation days / year + 75% holiday bonus (Prima Vacacional) - 1 month (proportional) of Christmas bonus (Aguinaldo) - Food vouchers - Health & Life insurance - Competitive salary