Collection Specialist

Description

Job Summary: A professional responsible for planning, monitoring, and directing collection strategies; optimizing processes; managing teams; and analyzing performance metrics—collaborating across departments to maximize credit recovery. Key Highlights: 1. Strategic leadership in credit recovery and delinquency reduction 2. Integrated collaboration with Digital, Marketing, CRM, and partner teams 3. Continuous optimization of collection policies, processes, and tools **Responsibilities and Duties** **What You'll Do Daily:** --------------------------------- * Plan, monitor, and direct collection strategies aimed at maximizing credit recovery and reducing delinquency; * Analyze and track collection performance indicators, such as contact rate, portfolio penetration, cost per contact (CPC), conversion rate, effectiveness, pauses, logged-in time, customer journeys, and the outreach funnel; * Propose adjustments and strategic guidance to enhance productivity across internal, external, and BPO operations; * Develop corrective and optimization action plans aligned with company objectives; * Collaborate integrally with Digital, Marketing, CRM, Markets, Regional teams, and partners; * Evaluate, review, structure, and optimize the multichannel communication schedule (phone, SMS, e\-mail, WhatsApp, push notifications, among others); * Continuously assess channel performance based on data; * Validate customer segmentation, collection journeys, and prioritization criteria; * Conduct exploratory analyses, management reports, and executive presentations to support decision-making; * Monitor, guide, and support internal, external, and BPO team activities; * Track and evaluate collection KPIs, including recovery rates, delinquency rates, pre\-PDD, and pre\-churn; * Manage and analyze operational performance, focusing on outreach funnel efficiency; * Work jointly with BPOs and partners to improve collection strategies and optimize processes; * Pursue continuous improvements in collection policies, processes, tools, and operational models. **Requirements and Qualifications** #### **We’re Looking For Someone Who:** * Thinks and acts from the customer’s perspective—demonstrating interest and curiosity about customers, their behaviors, and preferences to meet and exceed expectations; * Shows a consistent commitment to learning, teaching, and developing—contributing to a relaxed, respectful, and collaborative environment that encourages diversity; * Is flexible enough to move beyond existing paradigms and mental models—seeking innovative and sustainable solutions to create competitive advantages for the business while balancing economic, environmental, and social interests. **To Join Our Team, You Must Have:** ------------------------------------------------ * Reside in São Paulo * Completed undergraduate degree in Administration, Marketing, Advertising, Economics, or related fields; * Experience leading teams; * Experience in the Telecom sector; * Knowledge of and experience working with collection metrics and KPIs; * Experience managing communication channels and collection operations; * Experience interacting with internal departments and external partners. **Additional Information** At **Claro, people are one of our core values.** Guided by this principle, we consistently invest in our employees’ health, well\-being, and quality of life! To ensure the best possible experience during your journey with us, we offer an attractive benefits package. Check it out: * Flexible Working Hours; * Meal and Food Allowance; * Medical and Dental Assistance; * Support for Serious Illnesses; * Assistance for Dependents with Disabilities; * Pharmacy Benefit; * Daycare/Babysitter Allowance; * Personal Support Program; * Claro Running; * Private Pension Plan; * Life Insurance; * Employee Combo; * Wellhub (Gympass); * Meu Pet Club; * Agreements and Partnerships; * Recognition Program for Years of Service; * And much more! **At our company, we value an inclusive, diverse, ethical, collaborative, and harmonious environment. We do not discriminate based on gender, race, color, sexual orientation, social status, or disabilities. Everyone is welcome!** **Here, we have a large team that makes everything happen!** It is through the effort and dedication of each of our People that we are today a benchmark in what we do—united in our purpose: **“Connect to Make Life More Fun and Productive.”** We integrate all technologies to build the best and most comprehensive connectivity infrastructure in the country. We are confirmed multicampeões by Speedtest as Brazil’s fastest and most stable mobile internet and most stable Wi\-Fi network, among many other recognitions. We are also Brazil’s 4th most valuable brand (BrandZ). In Brazil, we operate in over 4\.800 municipalities, serving more than 83 million customers. We’ve led portability net balance for over 5 years—in 2022 alone, we received 1.2 million ported lines. And there’s more: We **innovate** our products and services to better serve our users! Today, we offer **entertainment** solutions (Claro Música, Claro TV+, Claro Livros, Claro Vídeo, Claro Gaming), **financial services** (Claro Pay), and much more! We have **aerospace presence** (with 5 satellites in orbit via Embratel) and are a reference in **industrial, automotive, agribusiness, and other connectivity segments**. We also foster connections between our businesses and the innovation ecosystem through **beOn**, Claro and Embratel’s innovation hub. Sustainability is a Claro value. **We invest in environmental, economic, and social development**, always upholding governance, environmental responsibility, data protection, and social impact. Through the Claro Institute, we connect people for a better future—combining our services with social investments in **education and citizenship projects.** **So, is it a match? \#JoinClaro and help us build the new together!