Analyst - Collections

About the Role
We are seeking an experienced Collections Specialist with a background in Servicing & Collections within a Fintech or financial services environment. The role will be responsible for managing a portfolio of delinquent merchant accounts, driving timely recoveries, negotiating repayment solutions, and ensuring accurate documentation and compliance throughout the collections lifecycle. The ideal candidate should have strong communication and negotiation skills, sound financial judgment, and the ability to independently manage complex accounts while partnering with Risk, Revenue, Legal, and Operations teams.

Key Responsibilities
Manage a portfolio of delinquent merchant and business accounts, conducting end-to-end collections through phone, email, and portal outreach while assessing financial circumstances and driving timely resolution.
Negotiate and implement customized repayment plans, settlements, and payment arrangements that balance the merchant’s ability to pay; monitor commitments and follow up on missed payments.
Review account histories, invoices, transaction records, merchant statements, and credit or servicing information to validate outstanding obligations, investigate discrepancies, and determine collection strategies.
Knowledge of multiple payment mechanisms like split payments, direct debit/ACH, wire transfers, and other payment methods, while partnering with internal teams on reconciliations, adjustments, and settlements.
Identify and escalate high-risk, fraudulent, disputed, or potentially uncollectible merchant accounts, including cases requiring UCC actions, processor freezing, account restrictions, or Legal/Risk intervention.
Maintain accurate and audit-ready account documentation, including collection activity, merchant communications, payment arrangements, account reconciliations, and resolution details within the collections/CRM system;
Salesforce experience is a plus.
Collaborate closely with Risk, Revenue, Legal, Servicing, Operations, and other cross-functional teams to resolve complex accounts, disputes, payment issues, and escalations

What we are looking for
2+ years of experience in Servicing & Collections, preferably within Fintech, financial services, or a similar environment, with hands-on experience managing delinquent merchant, commercial, or business accounts.
Strong working knowledge of collections, payment methods, UCC processes, processor freezing, merchant account recovery, and repayment arrangements.
Strong analytical, negotiation, problem-solving, and decision-making skills, with the ability to assess account situations, use appropriate collection strategies, and manage multiple accounts against defined KPIs and SLAs.

Educational Qualifications
Bachelor’s degree in Finance, Accounting, Business Administration, Economics, or a related field.
Additional certifications or coursework in Banking, Credit, Collections, Risk Management, or Financial Services would be an advantage