Analista de Gestión de Cartera

Job Description

We are looking for a Portfolio Management Analyst with experience in collections, portfolio recovery and customer service, to remotely manage a portfolio of clients with legal plans financed under amortization.

The person will be responsible for accompanying the customer during their payment cycle, managing the timely collection of installments, preventing and recovering overdue portfolios and negotiating payment alternatives when necessary. The position requires combining a strong orientation to results with a professional, empathetic and respectful treatment towards the client.

Main responsibilities

• Contacting customers through calls, email, messaging, and other digital channels.
• Manage the collection of the fees corresponding to the contracted plans.
• Follow up on payments, outstanding balances and commitments acquired by customers.
• Negotiate payment arrangements, rescheduling, or authorized alternatives for customers with payment difficulties.
• Manage preventive and overdue portfolios according to their level of delinquency.
• Follow up on promises of payment and unfulfilled agreements.
• Record each management and contact result in a timely manner in the CRM or portfolio system.
• Keep each client's information updated and organized.
• Address doubts, objections, complaints and difficult situations in a professional manner.
• Prepare reports on management, collection and status of the portfolio.
• Comply with the collection, data protection and confidentiality protocols established by the company.

Profile we are looking for

We are looking for a person with excellent negotiation and communication skills, goal-oriented and able to handle difficult conversations with clients.

For this position, the following are especially important:

• Pressure tolerance.
• Handling difficult clients and objections.
• Adaptation to change.
• Negotiation and persuasion.
• Assertive and empathetic communication.
• Results-oriented.
• Organization and self-management.
• Attention to detail.
• Ethics and confidentiality.

Requirements

• Minimum experience of 1 to 2 years in collections, portfolio management or recovery, or customer service in call center/contact center.
• Technician, technologist, student or professional in Administration, Finance, Accounting, Economics, Law or related careers. Academic training is desirable and can be compensated with experience.
• Experience using CRM or portfolio management tools.
• Handling office tools and spreadsheets at an intermediate level.
• Knowledge of collection techniques, negotiation and payment agreements.
• Basic knowledge of amortization, balances, interest and account statements.
• Excellent verbal and written communication in Spanish.
• Stable internet connection and adequate space to make calls.
• Ability to work autonomously and organized from home.

It will be a plus

• Experience managing portfolio of financed products or under amortization schemes.
• Experience in financial or legal services.
• Experience serving migrant populations or clients related to immigration/asylum processes.
• Command of English or another language.

How will we measure your success?

Your performance will be mainly related to the fulfillment of collection goals, effective contactability, compliance with payment agreements, reduction of delinquent portfolio, customer retention and quality of the management carried out.

Conditions

• 100% remote work.
• Full-time work.
• Administrative hours, with availability according to the time slot of the clients.
• Salary and benefits in accordance with company policies.

If you have experience in collections, enjoy negotiation and know how to combine firmness, empathy and orientation to results, we want to meet you. Apply!