Job Summary: A professional to orchestrate the delinquent customer journey, collaborating with multidisciplinary teams to optimize interactions and processes. Key Highlights: 1. Orchestrate the evolution of the delinquent customer journey 2. Collaborate with multidisciplinary teams 3. Apply AI to personalize the collections experience **Our way of working in the team** ------------------------------- You will be responsible for orchestrating the evolution of the delinquent customer journey, ensuring that every interaction is an opportunity for positive reconnection. You will collaborate closely with multidisciplinary teams to design approaches that emphasize active listening and high-quality service across all touchpoints. Hybrid role: 2 days per week at our Osasco\-SP office. **Your Daily Menu** ----------------------- * Support implementation of automated communication channels with partner restaurants; * Map and optimize end\-to\-end processes, shifting from a process-oriented to a data-oriented model; * Handle sensitive cases such as FPD (First Payment Default) and complex B2B collections scenarios; * Collaborate with customer service teams to implement differentiated approaches tailored to customer profiles; * Implement AI solutions to personalize the collections experience across our channels (APP, advisory services, IVR, and internal channels); **Ingredients We’re Looking For** ----------------------------- * Experience in the financial sector (banks, fintechs, or collections advisory firms); * Advanced Excel proficiency and foundational SQL knowledge for data analysis; * Experience with process automation; \-Collections expertise; * Systemic mindset to identify cross-functional improvement opportunities; * Strong communication skills—equally effective when interacting with data and people; * Agility in learning new technologies and adapting to constant change; * Analytical profile with the ability to transform data into actionable insights. **About Us** ------------- At iFood, we believe diversity drives \#Innovation and delivers outstanding \#Results. Therefore, we do not discriminate against candidates with disabilities, gender, sexual orientation, race/ethnicity, age, origin, family composition, or appearance. We have volunteer-led FoodLover communities focused on Race, Gender, LGBTQI\+ and People with Disabilities (PcD). We aim to be the company where people choose to grow and contribute to realizing dreams—\#AllTogether. Explore our initiatives **What are you hungry for?** ------------------------- We, the FoodLovers, are hungry for innovation and results. We always strive to do our best, think "outside the box," and act with agility and accountability! We’re hungry for diversity, knowledge, and sharing. We work in a highly versatile environment. What makes our special recipe? Our people! Join us.