Analista de Agencias Externas

This is a fully remote position, open to applicants in Chile.

📋 Description

• Management and oversight of agencies.

• Coordinate the daily operations of external collection agencies, ensuring alignment with recovery objectives and internal policies of Payment Solutions.

• Monitoring of SLAs and contractual compliance.

• Follow up on the service indicators agreed upon in contracts, identifying deviations and activating timely corrective plans.

• Quality management auditing.

• Periodically assess the quality of management performed by each agency, verifying adherence to contact protocols, scripts, and collection regulations.

• Design and calibration of incentives.

• Participate in defining and adjusting dynamic incentive schemes for providers, aligning the payment structure with actual recovery performance.

• Reporting and performance analysis.

• Prepare periodic performance reports by agency, segment, and portfolio, with root cause analysis of gaps and improvement recommendations.

• Regulatory coordination and internal control.

• Ensure compliance with CMF regulations, laws, and collection regulations, as well as internal policies throughout third-party management, documenting findings and maintaining audit traceability.

• Continuous improvement, innovation, and supplier development.

• Implement training and improvement plans for agencies, promoting the adoption of best practices in collections and customer service.

• Encourage innovation and the use of technology, data, AI, and omnichannel strategies within the agencies.

⛳️ Requirements

• ACADEMIC BACKGROUND: Bachelor's degree in Commercial Engineering, Business Administration, Industrial Engineering, or related fields.

• CRITICAL EXPERIENCE: Minimum of 2 years in roles related to collections, operations, or supplier management in the financial industry or similar.

• Required milestones and experiences: Coordination or supervision of collection providers or financial services.

• Experience working with contractual SLAs and preparing performance reports for third parties.

• Additional advantage: experience in fintechs, banks, or financial service companies managing delinquent portfolios.

• Business vision: understands how efficient management of external agencies directly impacts recovery ratios and reduces risk provisions in a regulated neobank like Tenpo.

• TECHNICAL SKILLS: Essential: Negotiation, communication of objectives, and handling objections.

• Advanced proficiency in Excel / Google Sheets (pivot tables, VLOOKUP, data analysis).

• Knowledge of extrajudicial collection processes and management of delinquent portfolios.

• Familiarity with CMF regulations and legal requirements applicable to collection management and third parties.

• Experience in supplier or service contract management.

• Desirable (plus): Basic SQL for querying portfolio databases.

• Familiarity with collection platforms (Cobros Online, Sinacofi, or similar).

• Looker or Google Suite for KPI tracking.

• Intermediate English for reading technical documentation.

🏝️ Benefits

• Annual budget for self-managed training.

• Remote work.

• Day off on your birthday.

• Half-day off for children's or parents' birthdays.

• Short Fridays (every Friday we finish at 2 PM).

• Work from anywhere (Work from wherever you want! Just remember to have a good internet connection).