Collections Tools Analyst
AI Summary
About PayJoy PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success.
About this role
We are looking for a Collections Tools Analyst to own the implementation, configuration, and operational management of the collections tech stack. This role is the hands-on executor of the tools strategy — responsible for ensuring that the right tools are live, correctly configured, and performing as intended. The ideal candidate will manage Customer.io implementation and maintenance, own workflow automation, support agent assignment logic, and pilot new tools before broader rollout. This position is critical in bridging strategy and operations: translating collection strategies into working tool configurations that drive recovery outcomes. Our primary tools include Customer.io, SQL, and Python.
Key responsibilities
Customer.io Implementation & Management
Own the day-to-day implementation, configuration, and maintenance of Customer.io for collections use cases.
Build, update, and monitor collection workflows, messaging sequences, and treatment triggers in Customer.io.
Ensure data ingestion pipelines feeding Customer.io are reliable, accurate, and up to date — in collaboration with the Data Analyst.
Monitor tool performance and proactively resolve configuration issues, data discrepancies, or workflow failures.
Workflow Automation & Tooling
Design and implement automation workflows that reduce manual overhead for collections operations.
Build and maintain automated treatment triggers, escalation logic, and contact sequencing rules.
Identify manual processes in the collections workflow that can be automated and propose technical solutions.
Document all workflows, configurations, and automation logic to ensure operational continuity.
Agent Assignment Logic
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 changes.
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.
Tool Piloting & Rollout
Pilot new collections tools — from initial configuration through testing and validation — before broader operational rollout.
Work closely with the Analytics & Strategy function to align tool selection and configuration with strategic priorities.
Manage and optimize outbound contact tools including dialers, blasters, and AVM (Automated Voice Messaging) solutions to maximize contact rates and recovery outcomes.
Evaluate and pilot AI-powered collections solutions (e.g., conversational AI, intelligent contact prioritization, predictive engagement tools) in collaboration with the strategy team.
Monitor tool performance post-launch and make data-backed adjustments to maximize recovery impact.
Stay up to date with industry tools and best practices in collections technology, proposing relevant innovations.
Data Ingestion & Pipeline Support
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.
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 tools configuration and analysis.
Work with cross-functional teams to identify new external data opportunities that can improve collections tools.
Document integration workflows and data dictionaries to ensure operational continuity.
Cross-functional Collaboration
Work closely with collections operations teams to ensure tools serve operational needs across all markets.
Collaborate with the Analytics & Strategy function to ensure tool configuration reflects the current strategy.
Support collections agents and team leads with training on tools, workflows, and automated processes.
Communicate tool updates and changes in a clear, accessible way for non-technical stakeholders.
Qualifications
Technical Skills & Tools
Mandatory: Customer.io (or equivalent CRM/marketing automation platform), SQL, Python, workflow automation tools.
Experience managing data ingestion pipelines and ensuring data quality across integrations.
Familiarity with API integrations and connecting to external data sources.
Comfortable piloting and configuring new tools with minimal supervision.
Experience designing and running A/B tests or controlled experiments in a data-driven environment.
Benefits
Life insurance.
Phone finance, Headphone, home office equipment and wellness perks.
30 days of Christmas bonus.
20 days paid Vacation.
50% Vacation premium.
13% Saving funds.
$2,000 MXN monthly grocery coupons.
$2,000 USD annual Co-working Travel perk.
$2,000 USD annual Professional Development perk.