Senior Collection Operations Specialist

Key Responsibilities

• Manage the day-to-day collection operations for overdue P2P lending accounts, including case allocation, collection cadence, follow-up rules, outcome tracking, and exception handling.
• Manage and optimize collection outreach through phone calls, WhatsApp, SMS, and other channels to improve contact rates, promise-to-pay rates, and recovery rates.
• Track the daily, weekly, and monthly KPIs of the in-house collection team and outsourced vendors; identify issues in the conversion funnel, staff productivity, and collection strategies, and drive improvements.
• Develop or adjust collection strategies, scripts, case-allocation rules, and escalation paths based on delinquency stage, customer willingness to repay, and case risk.
• Review collection results and regularly prepare operational reports, issue analyses, and actionable improvement recommendations.
• Collaborate with Risk, Customer Service, Product, Dat...