Repayment Experience & Automation Manager

What You’ll Do

Strategy & Prevention:

• Design and execute strategies specifically aimed at preventing delinquency early in the loan lifecycle
• Analyze customer behavior to identify at-risk segments before they miss a payment

Operational Levers & Automation:

• Own the auto-deduct system and optimization of repayment triggers
• Optimize the repayment channels to ensure they are frictionless, available, and reliable
• Manage, test, and refine automated "nudges," including SMS, push notifications, emails, and in-app experiences (user / rider / merchant) to guide customer behavior.
• Implement and oversee platform levers to encourage timely repayment without damaging the long-term customer relationship
• Lead our moonshot initiative: spearhead the integration of AI-driven bots and dynamic decision engines into the early-stage collections process.

Performance Monitoring:

• Track roll-rates from current status to the delinquency bucket to measure strategy effectiveness
• Collaborate with the Portfolio Management team to align prevention tactics with overall portfolio health

Cross-Functional Support:

• Work with the Engineering, Data & Model teams to integrate early-warning signals and build tech-enabled collection workflows
• Provide feedback to the Underwriting & Policy team regarding the quality of the through-the-door mix based on early repayment performance

What You’ll Need:

• 5+ years in credit collections, lending product management, specifically focused on early-stage delinquency or customer retention in a high-volume retail lending or fintech environment
• Understanding of "nudge theory" and how to influence customer payment behavior through digital communication
• Experience building or managing automated repayment systems and working with CRM/Collection modules
• Ability to interpret roll-rate data, experiments, and adjust "soft" collection levers in real-time to optimize cure rates.
• A strong passion for AI technologies and a visionary mindset to help transform traditional collections into an AI-enabled product experience