Collections Tools Analyst

Role Overview

• 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.
• 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.
• Own and manage the collections agent assignment logic, ensuring accounts are correctly distributed based on defined rules and performance criteria.
• Automate assignment processes to reduce manual overhead and increase operational efficiency.
• Pilot new collections tools — from initial configuration through testing and validation — before broader operational rollout.
• Manage and optimize outbound contact tools including dialers, blasters, and AVM (Automated Voice Messaging) solutions to maximize contact rates and recovery outcomes.
• 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.
• 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.
• Establish and maintain data connections with EDC and other external data providers relevant to collections operations.
• 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.
• 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.

Requirements

• 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.

Tech Stack

• Python
• SQL

Benefits

• 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
• 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.