Lendable
Lead Customer Management & Collections
1mo ago
LATAMLeadRemote
Lead customer management and collections function to drive credit management strategy and execution.
Responsibilities
- We're looking for a hands-on, customer-empathetic Credit Supervisor to own credit management, credit limit increases (CLI), and collections for our Mexico Credit Card . This is a founding role: you will build these frameworks and processes from the ground up.
- The Lenda credit card is a mobile app–first product targeted at the credit builder segment in Mexico. We empower customers to access the formal financial ecosystem and build their credit profile over time, while offering a flexible and responsible line of credit tailored to their needs.
- What makes this role different from a traditional credit management role is that you think about the customer experience as a credit lever. In a mobile-first, credit builder product, how customers experience the card — activation flows, payment reminders, limit increase offers — directly drives delinquency and engagement. You will work closely with Product and Operations to ensure the customer journey and credit performance reinforce each other.
Other
- Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:
- One of the UK’s newest unicorns with a team of just over 700 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by top investors including Balderton Capital and Goldman Sachs
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot )
- So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance . We get money into our customers’ hands in minutes instead of days.
- We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
- Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
- Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
- Build the best technology in-house , using new data sources, machine learning and AI to make machines do the heavy lifting
- In practice, this means being equally comfortable:
- Defining and managing CLI eligibility, timing, and quality assurance
- Designing collections strategies that balance recovery with customer empathy
- Diving into portfolio metrics, roll rates, and delinquency trends
- Collaborating with Product on customer-facing flows that influence credit behavior
- Coordinating with Data Science, Operations, Compliance, and Customer Support
- Driving operational excellence and automation within credit management processes
- Having a deep understanding of how post-acquisition performance impacts our P&L
- This role will cover all aspects of credit management and collections for our Mexico Credit Card, including:
- Owning portfolio performance post-acquisition: delinquency rates, roll rates, loss curves, profitability
- Designing and continuously improving the CLI framework — eligibility, timing, sizing, and quality assurance
- Building and leading the collections strategy: early-stage treatments, communication flows, escalation paths, recovery rates
- Monitoring management KPIs: DPD buckets, NPL rates, recovery rates, CLI uptake and performance
- Identifying behavioral signals that predict delinquency and building proactive intervention strategies
- Collaborating with Product on customer-facing flows (payment reminders, activation nudges, CLI offers) that influence credit behavior
- Supporting customers experiencing financial difficulty with responsible, empathy-driven solutions
- Working with Data Science to build and refine behavioral scoring and collections models
- Ensuring compliance with Mexican financial regulations for collections and customer treatment
- Improving operational efficiency through automation and tooling
- You will have the freedom and responsibility to shape how credit is managed in Mexico from the ground up.
- Credit leaders at Lendable work closely with Engineering, Data Science, Operations, Compliance, and Growth to ensure strong portfolio health and sustainable expansion.
- It's your job to:
- Connect customer behavior patterns to portfolio risk outcomes
- Prioritize interventions based on impact on delinquency and profitability
- Balance commercial objectives with fair, empathy-driven customer outcomes
- Experiment with new collections treatments, measure, and iterate quickly
- We encourage all our teams to think big, act fast, and continuously improve.
- You have a solid background in credit management, collections, or consumer lending. You're hands-on, customer-centric, and comfortable moving between strategy, execution, and analysis. Ideally, you bring:
- Proficiency in English and Spanish
- Solid understanding of credit management fundamentals: delinquency curves, roll rates, vintage analysis, recovery rates, P&L impact of collections
- Experience in credit card or consumer lending portfolio management
- Experience designing or managing collections strategies (early, mid, and late stage)
- Comfort with SQL — you can independently query portfolio data to monitor performance and investigate anomalies
- Experience leveraging AI tools to run analyses and drive faster decisions
- Strong customer empathy — you understand that collections is a customer experience problem, not just a financial one
- Good at communicating to different stakeholders
- Strong ownership mentality and accountability for portfolio performance
- Agency: you move fast, iterate based on feedback, and proactively flag issues before they escalate
- Bonus: Experience thinking about UX or customer journey in the context of credit outcomes (activation, payment behavior, engagement)
- Bonus: Experience in credit builder, thin-file, or underbanked segments
- Bonus: Some experience on Fraud (especially first-party fraud in collections contexts)
- Bonus: Experience in start-up/scale-up environments, credit cards, or fintech
- Bonus: Familiarity with Mexican financial regulations for collections (CONDUSEF, CNBV)
- Own and drive credit management performance, strategy, and execution
- Define and monitor KPIs related to delinquency, collections, CLI performance, and profitability
- Lead CLI quality assurance and continuous improvement initiatives
- Design and iterate on collections communication flows and treatment strategies
- Collaborate with Data Science to refine behavioral scoring and collections models
- Develop internal credit monitoring dashboards and reporting frameworks