Manager, Recoveries

Job Title:         Manager, Recoveries

Job Type:        Full-time

Reports To:      VP, ACH Risk & Underwriting

Location:        Bogota, Colombia

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service.   We are always looking for exceptional talent to join us on the journey!

Your Mission

We are seeking an experienced and dynamic Manager of Account Recovery Management to lead our efforts in optimizing account recovery, enhancing the customer experience, and mitigating risk within our collections and recovery processes. The ideal candidate will have a deep understanding of collections strategies, risk management principles, and a passion for delivering exceptional customer experiences even in challenging situations.

The Manager will be responsible for overseeing a team focused on the recovery of outstanding accounts, ensuring that recovery targets are met while maintaining a positive relationship with customers. They will be responsible for balancing financial objectives with customer satisfaction and compliance requirements.

Key responsibilities include:

Account Recovery Management

• Develop, implement, and manage effective recovery strategies to minimize outstanding balances and maximize account recovery while adhering to legal and ethical standards.
• Monitor and evaluate the performance of the collections team, ensuring that KPIs related to recovery rates, delinquency, and customer satisfaction are met.
• Collaborate with cross-functional teams (e.g., legal, operations, customer service) to create a seamless process for debt recovery.

Customer Experience Focus

• Ensure the recovery process remains customer-centric by offering clear, empathetic communication, flexible repayment options, and addressing customer concerns promptly.
• Work to maintain and improve customer relationships, even with challenging or distressed accounts, while aiming for a positive outcome for both the customer and the company.
• Monitor customer feedback and implement changes to processes or approaches based on feedback to continuously improve the customer recovery experience.

Risk Management

• Analyze accounts for risk indicators and implement appropriate actions to reduce financial losses.
• Develop and maintain risk management frameworks to ensure all recovery practices comply with industry regulations, internal policies, and data protection standards.
• Proactively assess and mitigate risks related to payment fraud, customer disputes, and other financial threats

Team Leadership and Development

• Lead, coach, and mentor the collections team to improve individual performance, job satisfaction, and team dynamics.
• Provide ongoing training and development opportunities to ensure the team is up to date on best practices and compliance requirements.
• Foster a positive and productive work environment while maintaining high morale and engagement within the team.

Reporting and Analytics

• Provide regular reports and analytics to senior management regarding the performance of the recovery function, key metrics, and overall progress toward organizational goals.
• Continuously assess recovery performance, identifying trends, and making data-driven decisions to improve processes and outcomes.

Compliance and Regulations

• Ensure compliance with all relevant collection laws, including the Fair Debt Collection Practices Act (FDCPA), General Data Protection Regulation (GDPR), and any other applicable local, state, or federal regulations.
• Stay informed of new and evolving industry regulations and incorporate changes into account recovery processes as needed.

Requirements

• Bachelor’s degree in Business, Finance, or related field (or equivalent experience).
• 5+ years of experience in account recovery, collections management, or a related role with at least 2 years in a managerial capacity.
• Strong understanding of risk management, credit risk analysis, and regulatory requirements within the collections industry.
• Proven experience in leading and motivating teams to achieve both individual and organizational objectives.
• Excellent communication, negotiation, and interpersonal skills, with a strong ability to resolve conflicts and manage challenging conversations effectively.
• Data-driven with proficiency in using analytics tools and software to track performance and identify opportunities for improvement.
• High level of empathy and customer focus, with the ability to balance financial objectives with customer care.
• Ability to handle sensitive information in a confidential and ethical manner.
• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Please load your CV in English.

Benefits

Nuvei offers a wide variety of benefits, which include: 

• Medical insurance, life insurance
• Paid Vacation Time, Paid Sick Time. 
• Hybrid working environment.  

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.