Description
Our users have received their bunq Credit Card and want to maintain their credit history. They want to avoid falling behind and need help catching up if they miss a payment. As our Collections Expert, you will ensure that collections remain fair, human, and effective.
You will own credit card collections end-to-end, from the first missed payment to a fair outcome for our users. Automation handles the first contact, and people step in from Day 30.
Responsibilities:
- Ensure certified Support Adams offer standard payment plans correctly and escalate non-standard cases to the Product Owner Lending
- Set the tone for every outreach to be empathetic, clear, and compliant, especially for vulnerable users
- Build AI-powered automation to scale outreach, with a human in the loop where judgment matters
- Track delinquency, recovery, and outreach results, and turn findings into process improvements
- Keep every step compliant and fair, working closely with Legal and Risk
- Run the handoff to our collections partner from Day 90, ensuring only cleared cases are referred
Requirements:
- Deep expertise in collections strategy and portfolio risk
- Ability to stay calm and empathetic in stressful moments
- In-depth knowledge of debt collection and consumer credit regulations
- Analytical skills to turn data into action
- Leadership skills to balance competing priorities across teams
- Experience overseeing third parties and teams, holding them to high standards
- Ability to design and build AI-powered solutions
Benefits:
- International colleagues who share your mindset
- Hybrid setup: 2 days remote, 3 days in-office weekly
- Growth opportunities with bunq Academy and €1500 annual learning budget
- Flex Benefits: €70 monthly budget via Re: benefit
- Travel expenses covered
- Digital Nomad Program: up to 20 days per year to work while traveling
- Reward tenure with a dedicated travel budget
- MacBook provided
- Delicious lunches from in-house chefs
- Optional pension plan with monthly contribution from bunq
- Private health insurance
- €60 monthly allowance via Alleo by Epassi