DESCRIPTION:

The Digital Collections Analyst is responsible for designing, executing, monitoring, and optimizing digital collections strategies across various customer engagement channels, including SMS, WhatsApp, IVR, Voice Bot, Chat Bot email, and other digital platforms. The role focuses on improving collections efficiency, enhancing customer engagement, and maximizing recoveries through data-driven decision-making and technology-enabled interventions.

The analyst will monitor portfolio performance across different delinquency buckets, analyze customer behavior and campaign effectiveness, identify opportunities for process improvement, and recommend targeted collection strategies.

The role involves close collaboration with Collections, Risk, Product, Technology, Compliance, and external technology partners to implement digital initiatives, AI-driven automation, and omni channel communication strategies.

The Digital Collections Analyst will also be responsible for developing performance dashboards, tracking key collection metrics, conducting campaign analysis, supporting vendor performance management, and ensuring all digital collection activities comply with applicable regulatory guidelines and internal policies.
The ideal candidate should possess strong analytical skills, proficiency in data analysis and visualization tools, and a good understanding of collections operations within the banking, NBFC, or fintech ecosystem.

This role plays a critical part in driving digital transformation within collections by leveraging analytics, automation, AI, and customer centric engagement strategies to improve operational efficiency while delivering a seamless customer experience.

Key job responsibilities
1. Design, manage, execute, and optimize digital collections strategies across channels such as SMS, WhatsApp, IVR, Voice Bot, Chat Bots, email, and other digital engagement platforms.
2. Monitor daily portfolio performance across delinquency buckets and recommend data-driven interventions to improve collections and customer engagement.
3 Analyze customer behavior, payment trends, contactability, and campaign performance to identify opportunities.
4. Develop, monitor, and publish MIS reports, dashboards, and KPIs related to collections performance & digital channel effectiveness.
8. Support the implementation and optimization of AI-powered collections, automation workflows, conversational bots, and omni channel customer engagement solutions.
9. Work closely with technology vendors and internal engineering teams to support system integrations, testing, issue resolution, and new feature deployments.
11. Ensure digital collection activities comply with regulatory requirements internal policies, customer communication guidelines, and data privacy standards.
14. Support vendor performance management by tracking service-level agreements (SLAs), quality metrics, and business outcomes.
15. Maintain data accuracy and integrity across collections systems, campaign platforms, and reporting tools.
16. Prepare management presentations and business reviews, highlighting portfolio trends, key insights, risks, and recommendations.
17. Stay informed about emerging technologies, AI capabilities, digital engagement channels, and industry best practices to drive innovation in collections operations.

About the team
The Digital Collections team is responsible for transforming the collections function through technology, data & customer centric engagement.

We keep exploring emerging technologies such as AI-powered collections, conversational bots, speech analytics, and workflow automation to build smarter & more scalable collection processes.

Our team culture is built on innovation, ownership, collaboration & continuous learning. Team members are encouraged to experiment, challenge conventional approaches, and use data to solve complex business problems.
If you're passionate about using technology & analytics to solve real-world business challenges while shaping the future of digital collections, you'll find a collaborative, fast-paced & rewarding environment within our team.

BASIC QUALIFICATIONS:

- Bachelor's degree
- Experience with SQL and advanced Excel
- Experience in visualization tools such as Tableau

PREFERRED QUALIFICATIONS:

- Bachelor's degree in business, data science, public administration, finance, engineering, human resources or related field, or MBA and 3+ years of business-to-business collections experience
- Experience in the financial services industry

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