Collections analyst

About the role

As a collections analyst you will manage portfolios of overdue accounts for Dominican financial institutions and service companies. This team's approach is not mass manual dialling but contact strategy: segmenting the portfolio, prioritising by probability of recovery, and choosing the right channel and moment. We work within permitted consumer contact practices and under the client compliance protocols. Sustainable recovery comes from agreements people can keep, not from pressure.

Key responsibilities

• Manage an assigned portfolio of overdue accounts across different ageing bands
• Contact debtors by voice, SMS and WhatsApp according to the contact strategy defined for each segment
• Negotiate realistic payment agreements within the parameters authorised by the client
• Record every contact attempt, outcome and commitment in the collections management system
• Code outcomes according to the defined taxonomy to feed the strategy analysis
• Follow up on payment commitments and manage defaults
• Identify accounts that require different treatment: restructuring, legal referral or suspension of collection activity
• Strictly follow permitted contact practices, including hours, frequency and conduct
• Escalate disputes, complaints and situations of vulnerability according to protocol
• Maintain the confidentiality of financial information in line with Law 172-13
• Contribute observations on the effectiveness of the contact strategy in weekly reviews
• Meet recovery targets by band and management quality targets
• Take part in quality calibration and continuous training in negotiation and compliance

Required qualifications

• Native or equivalent Spanish
• One to three years of experience in collections, financial services, banking customer service or commercial negotiation
• Negotiation skills and the ability to handle difficult conversations with composure
• Sound numerical reasoning: calculating balances, interest and payment plans
• Secondary education completed. University study in administration, accounting, finance or related fields is an advantage
• Availability to work onsite in Santo Domingo
• Valid Dominican ID or work permit

Preferred qualifications

• Experience in banking or credit card collections
• Knowledge of collections management platforms and predictive dialers
• English at B1 level or above
• Training in compliance, financial consumer protection or anti-money-laundering
• Experience with portfolio segmentation or recovery analysis

About Corpshore Dominicana

Corpshore Dominicana is the Dominican delivery arm of Corpshore Solutions Corporation, Toronto. We deliver BPO, IT and AI services from four Dominican cities, and we promote from within.

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