Data Ingestion & Customer.io Management:

• Design and maintain reliable data ingestion pipelines that feed customer and account data into Customer.io.

• Ensure data quality and consistency across ingestion flows using SQL and Python.

• Monitor pipeline health and proactively resolve data discrepancies or failures.

• Collaborate with engineering and data teams to expand and improve data sources feeding into collections workflows.

Agent Assignment & Workflow Maintenance:

• Own and manage the collections agent assignment logic, ensuring accounts are correctly distributed based on defined rules and performance criteria.

• Maintain and update assignment workflows as team structure, strategies, or segmentation evolves.

• Automate assignment processes to reduce manual overhead and increase operational efficiency.

• Partner with collections operations to align assignment logic with business priorities and capacity planning.

Dashboard Ownership & Reporting:

• Build, maintain, and optimize 15+ collections performance dashboards in Hex using SQL.

• Ensure data accuracy and reliability across all dashboards by implementing validation checks and data quality processes.

• Deliver insights that help collections leadership make informed decisions on recovery strategies, agent performance, and portfolio health.

• Respond to ad hoc reporting requests and iterate on dashboards as business needs evolve.

Segment Analysis & Experimentation:

• Conduct in-depth analysis of customer segments to identify recovery patterns, risk profiles, and opportunities for targeted collections strategies.

• Design and execute A/B tests and experiments to measure the impact of new collections approaches on recovery rates.

• Translate analytical findings into clear, actionable recommendations for the collections team.

• Support the continuous improvement of segmentation models by incorporating behavioral, payment, and risk data.

EDC Integration & External Data Connectivity:

• Establish and maintain data connections with EDC and other external data providers relevant to collections operations.

• Ensure external data sources are properly ingested, validated, and available for analysis and modeling.

• Work with cross-functional teams to identify new external data opportunities that can improve collections outcomes.

• Document integration workflows and data dictionaries to ensure operational continuity.

Collections Tools & Portfolio Recovery:

• Design, launch, and iterate on data-driven collections tools (e.g., propensity models, contact prioritization logic, automated treatment triggers) aimed at improving portfolio recovery.

• Monitor tool performance post-launch and make data-backed adjustments to maximize recovery impact.

• Identify inefficiencies in current collections processes and propose technical solutions to address them.

• Stay up to date with industry best practices in collections technology and apply relevant innovations to the team’s toolset.

Cross-functional Collaboration:

• Work with internal and external areas to ensure data consistency across departments.

• Support collections agents and team leads with training on dashboards, reports, and automated processes.

• Communicate technical findings in a business-friendly language for non-technical stakeholders.

• Collaborate with the risk, product, and engineering teams to align collections data initiatives with broader company goals.

Technical Skills & Tools:

• Mandatory: SQL (advanced), Python, Hex (or equivalent data notebook/BI tools), data ingestion and pipeline management.

• Experience with Customer.io or similar CRM/marketing automation platforms used for collections or customer engagement.

• Proficiency in data visualization and ability to build and maintain dashboards for operational teams.

• Familiarity with API integrations and connecting to external data sources.

• Experience designing and running A/B tests or controlled experiments in a data-driven environment.

Desirable but Not Essential:

• Knowledge of collections, credit risk, or lending operations.

• Experience with EDC or similar external credit data providers.

• Familiarity with machine learning or statistical modeling for propensity scoring or segmentation.

• Experience working in Fintech, financial services, or similar data-driven industries.

Specific Knowledge:

• Experience in Collections Operations, Credit Risk, or Business Intelligence roles.

• Strong understanding of portfolio management, delinquency tracking, and recovery strategies.

• Ability to independently scope, build, and deploy analytical tools with minimal supervision.

Expected Results from This Role:

• Reliable and automated data pipelines feeding Customer.io with up-to-date and accurate customer information.

• Reduced manual workload through automated assignment logic and streamlined collections workflows.

• Improved decision-making through well-maintained, accurate, and actionable dashboards (15+).

• Measurable improvement in portfolio recovery rates driven by data-backed tools and experimentation.

• Stronger connectivity with external data sources (EDC) enabling richer segment analysis and treatment strategies.

Soft Skills:

• Strong analytical mindset with the ability to translate data into business decisions.

• Excellent problem-solving skills and the ability to proactively identify and address operational gaps.

• Ability to collaborate effectively with both technical and non-technical teams.

• Strong ownership mentality — comfortable managing multiple workstreams and delivering results independently.