Lead Customer Management & Collections

About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money.We're building one of the world’s leading fintech companies and are off to a strong start:

One of the UK’s newest unicorns with a team of just over 700 people

Among the fastest-growing tech companies in the UK

Profitable since 2017

Backed by top investors including Balderton Capital and Goldman Sachs

Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

Join us if you want to

• Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
• Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
• Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role

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.

Life at Lendable

Winning team: the opportunity to scale up one of the world’s most successful fintech companies

Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites

Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls

Health coverage: support for your physical and mental wellbeing, including private health cover

Retirement & savings: long-term financial wellbeing through retirement savings plans

Employee referral programme: earn a competitive bonus when you refer successful new team members

Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations

Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.

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