Collections Analyst

About Addi

We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace.

We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.

But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values every day.

About the Role

This is where you come in. Below, you’ll find what this role is all about the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading.

What’s the mission you’ll drive

Efficiently manage debt recovery while providing personalized support to facilitate payments and foster responsible financial habits among customers. Through high-quality service, you will encourage customers to prioritize their payments with Addi over other obligations. You will be responsible for meeting quality, productivity, and recovery goals, resolving customer needs on the first contact through available channels. For complex cases, you will escalate situations and conduct careful follow-ups, ensuring an exceptional customer experience in every interaction.

What you will do

• Manage customer interactions via chat, calls, and emails, offering personalized support to facilitate payments and encourage financial responsibility.

• Ensure efficient portfolio recovery, analyzing customer data and identifying opportunities to improve internal processes.

• Provide solutions tailored to customer circumstances while maintaining a customer-centric approach.

• Maintain an Index compliance rate above 90%, including response times, first-contact resolution, and productivity metrics.

• Guarantee secure handling of financial and confidential customer information, reporting any risk-related incidents to prevent economic, legal, or reputational losses.

• Adhere to internal policies and industry regulations related to collections management.

• Analyze collections performance metrics and provide insights to enhance recovery strategies.

• Identify customer trends and propose process improvements to optimize efficiency.

• Collaborate with internal teams to refine collection strategies and implement data-driven decision-making.

What we’re looking for

• Customer-Centric Negotiation & Conflict Resolution

  • Balances the business need for debt recovery with a deep commitment to the customer experience (CX) and fair treatment. Demonstrates strong negotiation and mediation skills to reach mutually beneficial payment agreements.

  • Demonstrated Achievement: Proven track record of high-performance in a collections or customer service role, managing multi-channel interactions (phone, chat, email). Experience in achieving collections targets while maintaining a high customer satisfaction (CSAT) score or minimizing escalations.

  • Application: Will be responsible for efficiently handling complex or difficult customer conversations, turning potentially negative experiences into resolutions that protect both the customer relationship and the company's financial health.

• Analytical Problem Solving & Process Optimization

  • Possesses an analytical mindset and ownership mentality to not just solve immediate customer issues, but to identify the root cause and propose lasting process improvements.

  • Demonstrated Achievement: Experience with collections management tools and CRM systems (e.g., Salesforce, Kustomer, or similar) for case tracking, and the ability to interpret data, identify trends, and generate reports for process optimization. Proven ability to solve problems efficiently, prioritizing first-contact resolution.

  • Methodically analyzes collections data to pinpoint friction points in the customer journey or collections process, translating data insights into actionable recommendations that increase recovery rates and operational efficiency.

• Fintech Adaptability & Operational Excellence

  • Thrives in an agile, fast-moving startup environment. Demonstrates a strong ability to adapt quickly to rapidly changing strategies, tools, and processes, taking full ownership of their workflow from start to finish.

  • Experience working in a fast-paced, high-volume environment where prioritization and quick learning were critical. Has a history of successfully implementing new tools or adapting to significant process changes with minimal supervision.

  • Proactively masters new collections technology, adapts swiftly to regulatory changes or new product launches, and actively contributes to the continuous improvement of the collections playbook.

• Clear & Empathetic Communication

  • Exceptional verbal and written communication skills characterized by clarity, conciseness, and empathy. The ability to structure complex information into easily digestible and professional communications.

  • Demonstrated Achievement: Excellent track record in crafting clear, concise emails and reports, and the ability to effectively explain complex financial or technical topics to non-technical customers (and internal stakeholders).

  • Provides crystal-clear communication on payment plans and account statuses, reducing customer confusion and disputes. Collaborates effectively across teams (Risk, Legal, CX) to coordinate complex case resolutions.
    

Why join us?

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services.

• Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner

• Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it.

• Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it.

• Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth.

How the hiring process looks like

We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like:

• Step 1: People Interview (30 min)
  A conversation with a recruiter to get to know you, your experience, and what you're looking for. We’ll also share more about Addi, our culture, and the role.

• Step 2: Technical Assessment (50 min, On-site)
  A live session with our team to evaluate your expertise in debt recovery through case-based negotiation, communication strategies, and data-driven decision-making.

• Step 3: Business Case (60 min)
  You’ll receive a realistic collections challenge to analyze customer situations, demonstrate negotiation approaches, and show how you would use data insights to optimize recovery strategies.

We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.