Financial Services Customer Experience and Collections Lead
Há 14 horas
We are seeking a highly experienced Senior Program Manager to lead our Customer Experience and Collections team in Latin America. The ideal candidate will have a proven track record of driving excellence in customer support, collections operations, and partner management while ensuring compliance with Financial Services regulations and internal policies.
">- Job Description:
- Develop and implement the customer support and collections strategy for Financial Services, aligning with Amazon's customer experience and business goals
- Lead development and implementation of customer support and collections policies, procedures, and recovery strategies
- Manage customer-impacting issues in real-time, including crisis management and escalations
- Oversee collections performance, including portfolio management and recovery rates
- Drive continuous improvement in collections effectiveness and efficiency
Required Skills and Qualifications:
- Bachelor's Degree in Business Administration, Finance, Tech, Customer Experience or related field
- Solid experience in Customer Experience / Support Program Management
- Solid experience in Consumer Lending Collections
- Experience in Brazilian market operations
- Excellent analytical and problem-solving skills
- Strong negotiation, influencing and stakeholder management skills
- Advanced proficiency in data analysis and visualization tools
- Fluent in English and Portuguese (written and verbal)
Benefits:
- Work-life balance with flexible working hours
- Inclusive team culture that values diverse perspectives
- Strong emphasis on mentorship and career development
- Opportunity to shape the future of Financial services in Latin America
About This Role:
This is an exceptional opportunity to join a dynamic team and contribute to shaping the future of Financial Services in Latin America. If you have a passion for program management, customer experience, and collections, we encourage you to apply.
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