Collections Senior Analyst

Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility. 

Branch’s mission-driven team is led by founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced its Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Job Overview

As a Senior Collections Analyst at Branch International, you will play a key role in optimizing collections outcomes by owning and scaling our collections communication strategy and execution. This role will focus on managing end-to-end campaigns across channels, ensuring delivery and operational accuracy, tracking performance, and driving continuous improvements through data-backed experimentation.

You will work closely with Ops, Product, Tech, and Compliance to ensure campaigns are effective, compliant, and aligned with customer experience goals. You will be reporting to the Head of Collections, India.

Key Responsibilities

Collections Campaign Management & Execution

• Own the end-to-end execution of collections communication campaigns across channels (SMS, email, WhatsApp, IVR, push notifications, etc.).
• Create and manage a structured campaign calendar aligned with DPD buckets, risk segmentation, repayment behavior, and business priorities.
• Build and maintain segmentation logic to ensure the right message reaches the right customer at the right time.
• Ensure campaigns follow internal policies and regulatory guidelines for collections communication.
   

• Monitor campaign deployment and delivery health daily, including send volumes, delivery rates, failure rates, bounces, opt-outs, and system errors.
• Investigate delivery issues and coordinate with internal tech teams and external vendors to resolve them quickly.
• Conduct regular audits to ensure correct customer targeting, correct messaging, correct DPD mapping, and accurate scheduling.
• Own documentation for campaign flows, logic, and operational playbooks.
   

• Design and maintain robust reporting and dashboards to track campaign performance and collections impact.
• Track key metrics such as cure rates, roll rates, repayment conversion, response rates, PTP conversion, and channel-level effectiveness.
• Conduct deep dives on campaign performance by DPD bucket, customer segment, product type, and channel.
• Identify opportunities to improve effectiveness through message optimization, frequency tuning, channel mix changes, and personalization.

• Plan and execute A/B tests to improve collections communications (messaging, timing, frequency, channel sequencing).
• Use customer behavior and repayment data to develop new campaign strategies to improve recovery and reduce delinquencies.
• Work with Product/Tech to implement automation, new triggers, and new customer journeys.
• Continuously refine contact strategy based on results and learnings.
   

• Partner closely with Collections Ops, Risk, Product, Tech, Compliance, and Legal to ensure campaign execution is smooth and compliant.
• Support new feature rollouts (e.g., payment links, self-serve repayment flows, comms automation).
• Drive collections projects focused on improving delinquency performance, customer experience, and cost efficiency.
• Act as a key stakeholder for communication tooling, vendor performance, and operational readiness.

Requirements
Must haves

• Bachelor’s degree in Engineering, Economics, Statistics, Finance, or related field.
• 2–4+ years of experience in collections analytics, CRM/campaign management or risk operations
• Strong SQL skills (mandatory).
• Strong analytical skills with experience building dashboards and performance reporting.
• Proven ability to manage multiple stakeholders and run execution-heavy projects.

Good to have:

• Experience in fintech, lending, NBFC, or digital financial services
• Familiarity with collections lifecycle and DPD-based strategy
• Experience working with communication vendors or campaign tools
• Working knowledge of Python and/or BI tools

Benefits of Joining:

• Mission-driven and fast-paced, entrepreneurial environment 
• Competitive salary and equity package 
• A collaborative and flat company culture
• Comprehensive private health insurance
• Generous vacation policy
• Flexible working hours (WFO once a week)
• Team meals and social events (virtual for now!)