About Addi

We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace.

We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.

But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values every day.

About the Role

This is where you come in. Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading.

What’s the mission you’ll drive

As a Collections Analyst, your mission is to efficiently manage debt recovery while providing personalized support to facilitate payments and foster responsible financial habits among customers. Through high-quality service, you will encourage customers to prioritize their payments with Addi over other obligations. You will be responsible for meeting quality, productivity, and recovery goals, resolving customer needs on the first contact through available channels. For complex cases, you will escalate situations and conduct careful follow-ups, ensuring an exceptional customer experience in every interaction.

What you will do

• Debt Recovery Management

  • Manage customer interactions via chat, calls, and emails, offering personalized support to facilitate payments and encourage financial responsibility.

  • Ensure efficient portfolio recovery, analyzing customer data and identifying opportunities to improve internal processes.

  • Provide solutions tailored to customer circumstances while maintaining a customer-centric approach.

• Performance & Compliance Standards

  • Maintain an Index compliance rate above 90%, including response times, first-contact resolution, and productivity metrics.

  • Guarantee secure handling of financial and confidential customer information, reporting any risk-related incidents to prevent economic, legal, or reputational losses.

  • Adhere to internal policies and industry regulations related to collections management.

• Process Improvement & Data Analysis

  • Analyze collections performance metrics and provide insights to enhance recovery strategies.

  • Identify customer trends and propose process improvements to optimize efficiency.

  • Collaborate with internal teams to refine collection strategies and implement data-driven decision-making.

What we’re looking for

• Must-Have Skills & Experience

  • 2+ years of experience in collections or customer service, managing multi-channel interactions (phone, chat, email).

  • Proven ability to solve problems efficiently and effectively, focusing on first-contact resolution.

  • Experience with collections management tools and CRM systems (e.g., Salesforce, Kustomer, or similar) for case tracking and resolution.

• Nice-to-Have Skills

  • Strong negotiation and mediation skills to reach mutually beneficial agreements with customers.

  • Adaptability to rapidly changing strategies, tools, and processes in a fast-paced environment.

  • Excellent verbal and written communication skills, with the ability to explain technical topics to non-technical audiences and craft clear, concise emails and reports.

  • Analytical mindset with the ability to interpret data, identify trends, and generate reports for process optimization.

Why join us?

• Make a Real Impact:

  • As a Collections Analyst, you will directly influence Addi’s financial recovery and customer loyalty, playing a key role in our business strategy.

• Career Growth & Learning Opportunities

  • You will have access to continuous training.

• Must-Have Skills & Experience

  • 2+ years of experience in collections or customer service, managing multi-channel interactions (phone, chat, email).

  • Proven ability to solve problems efficiently and effectively, focusing on first-contact resolution.

  • Experience with collections management tools and CRM systems (e.g., Salesforce, Kustomer, or similar) for case tracking and resolution.

• Nice-to-Have Skills

  • Strong negotiation and mediation skills to reach mutually beneficial agreements with customers.

  • Adaptability to rapidly changing strategies, tools, and processes in a fast-paced environment.

  • Excellent verbal and written communication skills, with the ability to explain technical topics to non-technical audiences and craft clear, concise emails and reports.

  • Analytical mindset with the ability to interpret data, identify trends, and generate reports for process optimization.

How the hiring process looks like

We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like:

• Step 1: People Interview (30 min)

A conversation with a recruiter to get to know you, your experience, and what you're looking for. We’ll also share more about Addi, our culture, and the role.

• Step 2: Technical Assessment (On-site 50 min)

With this technical challenge, we want to see your skills and expertise in debt recovery. We expect that you invest 1 hour on it with our team to validate:

• Case-based negotiation scenarios

• Effective debt collection communication strategies

• Data-driven decision-making in collections
  

• Step 3: Business Case / Technical Exercise (60 min)

You will receive a realistic collections challenge, requiring you to:

• Analyze customer financial situations and propose solutions.

• Demonstrate negotiation and communication strategies for debt recovery.

• Show how you would use data-driven insights to optimize collections strategies.

We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.