Collections Analyst

Pipe

Pipe is the modern capital platform built to connect entrepreneurs and business owners to fast, frictionless, dilution-free financing. Pipe turns all forms of revenue into up-front working capital to help companies improve cash flow, scale operations, and grow on their terms.

The Role

This is a full-time, fully remote position reporting to the Manager: Servicing & Collections. The Collections Analyst is responsible for handling the collection of delinquent accounts from merchants who have received cash advances or carry other products with Pipe. This includes monitoring account performance, reaching out to merchants to negotiate repayment, and escalating unresolved accounts to management or outside collection agencies. The agent plays a key role in ensuring that the company recovers outstanding payments while providing good customer experience. 

Key Responsibilities:

1. Collections Process:

• Manage a portfolio of delinquent merchant accounts 
• Contact merchants via phone, email, and other communication channels to discuss overdue payments and negotiate repayment terms.
• Work closely with merchants to understand their financial situation and offer customized repayment plans that fit their ability to pay while ensuring the company's interests are met.
• Document all interactions and payment arrangements clearly and accurately in the system.

• Track and analyze the performance of accounts under your management, preparing reports on the status of collections, delinquency rates, and account resolutions.
• Maintain accurate records of all collections activity and ensure timely updates to the internal collections system.
• Report unresolved cases and high-risk accounts to the management team for further action or escalation.

• Ensure all collections activities adhere to company policies and guidelines and all applicable regulatory requirements
• Follow all legal requirements and ethical standards when negotiating and collecting payments.
• Identify and mitigate potential risks in the collection process, including fraudulent accounts or high-risk merchants.

• Collaborate with the revenue, risk management, and legal teams to address complex cases, disputes, or accounts requiring special attention.
• Work with other departments to facilitate a smooth resolution of merchant concerns, including account reconciliation, adjustments, or settlements.

Qualifications

• 3+ years of combined, relevant, leadership experience in a Servicing & Collections function at a Fintech or financial institution.
• Prior experience in working in a collections operations function for SME product at a bank or fintech
• A self-starter mentality with the drive to continuously improve drive collection metrics and contribute to improvement of collections process 

Compensation and Benefits

We want you to feel like an owner and that should be reflected in your salary and equity.

• The best equipment: if you want it, and it helps you do your job, we'll provide it. Computers, monitors, desks, chairs, headphones, speakers, microphones, webcams, keyboards, mice, etc.
• A good work-life balance: we do our best work when we regularly can step away from it and live our lives.
• Flexible vacation and work hours. We don't adopt conventional work practices that are meaningless for the type of work we do.
• Parental leave for anyone who is growing their family, regardless of gender.
• Very good health, dental, and vision insurance.
• Great colleagues: we value a culture of authenticity, humility, and excellence. We want you to make a footprint on our culture.