Strategic Collections Analyst

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

📋 Description

• Lead the strategic recovery efforts for delinquent customers by overseeing negotiations and re-engagement strategies.

• Cultivate a comprehensive understanding of the factors contributing to customer delinquency and cancellations, including financial, operational, perceived-value, and relationship aspects.

• Create consultative plans aimed at reversing churn that highlight the platform’s value and suggest actionable steps to reintegrate customers into the active base.

• Execute consultative collections with a focus on revenue retention and customer recovery, steering clear of a solely financial or transactional method.

• Evaluate customer behavior, journey, and history before churn to identify risk indicators, signs of reducing engagement, and chances for proactive retention.

• Produce insights and recommendations for internal teams to mitigate churn and delinquency, aiding enhancements in Product, Customer Success, Onboarding, Collections, and relationship-management processes.

• Collaborate with Customer Success, Support, Sales, and Finance teams to formulate strategies for retention and revenue recovery.

• Track metrics related to delinquency, customer recovery, revenue reactivation, and reasons for cancellations.

• Document customer interactions, action plans, and status updates within the company’s internal systems.

• Assist with customer onboarding initiatives when necessary, ensuring a positive initial experience and enhancing the likelihood of future retention.

⛳️ Requirements

• Prior experience in Customer Success, retention, strategic collections, customer recovery, or consultative relationship management.

• Experience in SaaS companies is a notable advantage.

• Proven ability to handle complex negotiations and navigate challenging customer discussions.

• Strong analytical skills to interpret customer behavior, identify churn trends, and translate data into actionable strategies.

• Experience managing a customer portfolio while monitoring retention and delinquency metrics.

• Excellent verbal and written communication skills, with a consultative approach and the capacity to influence stakeholders.

• Ability to balance collections, relationship management, and customer value creation without detracting from the customer experience.

• Investigative and problem-solving mindset.

• Familiarity with CRM, Customer Success, or customer support platforms is a plus.

🏝️ Benefits

• Meal Allowance: BRL 770.00 on a Flash card

• Home Office Allowance: BRL 230.00 on a Flash card

• Health Insurance: Company covers 100% of the premium

• Dental Insurance: Company covers 100% of the premium

• Emotional Wellness Plan

• Pharmacy Discounts

• Life Insurance

• Open English partnership

• Coworking access through the Woba network (Brazil, Argentina, Mexico, and Portugal)

• Birthday Day Off

• Welcome Gift

• Remote work