Lead Customer Management & Collections

We're looking for a hands-on, customer-empathetic Credit Supervisor to own credit management, credit limit increases (CLI), and collections for our Mexico Credit Card. This is a founding role: you will build these frameworks and processes from the ground up.

The Lenda credit card is a mobile app–first product targeted at the credit builder segment in Mexico. We empower customers to access the formal financial ecosystem and build their credit profile over time, while offering a flexible and responsible line of credit tailored to their needs.

What makes this role different from a traditional credit management role is that you think about the customer experience as a credit lever. In a mobile-first, credit builder product, how customers experience the card — activation flows, payment reminders, limit increase offers — directly drives delinquency and engagement. You will work closely with Product and Operations to ensure the customer journey and credit performance reinforce each other.

We are looking for builders and doers that get things done.

In practice, this means being equally comfortable:

• Defining and managing CLI eligibility, timing, and quality assurance

• Designing collections strategies that balance recovery with customer empathy

• Diving into portfolio metrics, roll rates, and delinquency trends

• Collaborating with Product on customer-facing flows that influence credit behavior

• Coordinating with Data Science, Operations, Compliance, and Customer Support

• Driving operational excellence and automation within credit management processes

• Having a deep understanding of how post-acquisition performance impacts our P&L

What you'll be responsible for

This role will cover all aspects of credit management and collections for our Mexico Credit Card, including:

• Owning portfolio performance post-acquisition: delinquency rates, roll rates, loss curves, profitability

• Designing and continuously improving the CLI framework — eligibility, timing, sizing, and quality assurance

• Building and leading the collections strategy: early-stage treatments, communication flows, escalation paths, recovery rates

• Monitoring management KPIs: DPD buckets, NPL rates, recovery rates, CLI uptake and performance

• Identifying behavioral signals that predict delinquency and building proactive intervention strategies

• Collaborating with Product on customer-facing flows (payment reminders, activation nudges, CLI offers) that influence credit behavior

• Supporting customers experiencing financial difficulty with responsible, empathy-driven solutions

• Working with Data Science to build and refine behavioral scoring and collections models

• Ensuring compliance with Mexican financial regulations for collections and customer treatment

• Improving operational efficiency through automation and tooling

You will have the freedom and responsibility to shape how credit is managed in Mexico from the ground up.

How you'll work

Credit leaders at Lendable work closely with Engineering, Data Science, Operations, Compliance, and Growth to ensure strong portfolio health and sustainable expansion.

It's your job to:

• Connect customer behavior patterns to portfolio risk outcomes

• Prioritize interventions based on impact on delinquency and profitability

• Balance commercial objectives with fair, empathy-driven customer outcomes

• Experiment with new collections treatments, measure, and iterate quickly

We encourage all our teams to think big, act fast, and continuously improve.

Experience

You have a solid background in credit management, collections, or consumer lending. You're hands-on, customer-centric, and comfortable moving between strategy, execution, and analysis. Ideally, you bring:

• Proficiency in English and Spanish

• Solid understanding of credit management fundamentals: delinquency curves, roll rates, vintage analysis, recovery rates, P&L impact of collections

• Experience in credit card or consumer lending portfolio management

• Experience designing or managing collections strategies (early, mid, and late stage)

• Comfort with SQL — you can independently query portfolio data to monitor performance and investigate anomalies

• Experience leveraging AI tools to run analyses and drive faster decisions

• Strong customer empathy — you understand that collections is a customer experience problem, not just a financial one

• Good at communicating to different stakeholders

• Strong ownership mentality and accountability for portfolio performance

• Agency: you move fast, iterate based on feedback, and proactively flag issues before they escalate

• Bonus: Experience thinking about UX or customer journey in the context of credit outcomes (activation, payment behavior, engagement)

• Bonus: Experience in credit builder, thin-file, or underbanked segments

• Bonus: Some experience on Fraud (especially first-party fraud in collections contexts)

• Bonus: Experience in start-up/scale-up environments, credit cards, or fintech

• Bonus: Familiarity with Mexican financial regulations for collections (CONDUSEF, CNBV)

The type of work you'll be doing

• Own and drive credit management performance, strategy, and execution

• Define and monitor KPIs related to delinquency, collections, CLI performance, and profitability

• Lead CLI quality assurance and continuous improvement initiatives

• Design and iterate on collections communication flows and treatment strategies

• Collaborate with Data Science to refine behavioral scoring and collections models

• Develop internal credit monitoring dashboards and reporting frameworks

• Liaise with Product to improve customer-facing flows that influence payment behavior and engagement

• Liaise with Operations and Customer Support to ensure smooth credit and collections workflows

• Build internal tools to automate manual work and make processes more efficient

• Contribute to credit committee discussions and risk governance

• Champion data-driven decision-making, measuring outcomes, and iterating quickly based on learnings

• Navigate a fast-paced, evolving fintech landscape, balancing innovation with compliance and risk management

How you will contribute to the Credit Team's objectives

• Autonomy: You're comfortable owning and managing the entire credit management line with minimal oversight.

• Agency: You proactively find things to implement and improve.

• Prioritisation: You independently prioritise and ruthlessly focus on what drives the most impact.

• Accountability: You ensure portfolio health and collections performance remain strong as we scale.

• Decision-Making: You balance growth and prudence in a fast-paced environment.

• Collaboration: You work closely with stakeholders across product, data science, operations, and customer service, quickly assembling cross-functional teams to deliver.

• Problem Solving: You break down complex business problems into manageable parts and consistently find practical solutions.

• Analysis: You're highly comfortable with numbers, using SQL and analytics tools to turn data into real-world actions.

• Communication: You communicate clearly and adapt your style to suit any audience, from engineers to executives — and you're humble enough to change your mind when presented with a better idea.

• Creative Mindset: You are open to doing things in a new, better way.

• Agility: You thrive in an evolving fintech environment with high ownership and responsibility. You adapt quickly in an unstructured, fast-moving, and constantly evolving environment.

Location

• In office in Mexico City

• Under very special cases this could be remote. Although frequent presence in the Mexico City office would be required.