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 https://uk.trustpilot.com/review/lendable.co.uk) 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 1. 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 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. 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, empath