Collections

• Contact delinquent customers to collect outstanding amounts, following the daily worklist by phone, WhatsApp, or other available channels
• Manage delinquency, losses, interest, and renegotiations for the regions assigned to the employee
• Monitor delinquency and loss indicators
• Develop action plans with managers and the team to recover customers
• Follow up on agreements through SAP
• Handle internal tickets related to collection requests through the system

Credit and Collections Assistant

• Conduct complex credit analyses, assessing payment capacity, financial structure, indebtedness, relationship history, market behavior, and risk exposure
• Prepare technical credit assessments, recommending the establishment, maintenance, or review of credit limits and commercial terms
• Analyze strategic customers, higher-exposure transactions, and exceptional situations, balancing commercial opportunities with financial risk mitigation
• Monitor the credit portfolio, identifying changes in risk profile, exposure concentration, limit utilization, and signs of financial deterioration
• Periodically review credit limits and credit-granting criteria
• Support the development and evolution of credit policies, criteria, approval authorities, and processes
• Develop analyses and studies on credit risk, delinquency, financial exposure, and portfolio performance
• Track credit indicators and propose actions to reduce risks and improve portfolio performance
• Partner with the Sales, Collections, Finance, and other relevant departments
• Support the assessment of collateral, differentiated payment terms, and risk mitigation instruments
• Identify opportunities to improve and automate processes, controls, tools, and models
• Contribute to the team’s technical development
• Ensure proper documentation of credit analyses and decisions
• Participate in strategic projects related to Credit, Accounts Receivable, risk management, and the transformation of financial processes

Credit and Collections Specialist

• Manage the delinquent portfolio recovery strategy for undergraduate programs, technical courses, vocational programs, CLP, graduate programs, adult education (EJA), and OPME
• Maximize recovery results through proprietary channels and external partners
• Coordinate the digital collections journey across self-service channels, the portal, and WhatsApp
• Manage collections operations conducted by company-owned and partner units
• Work with technology teams to prioritize and enhance digital collections solutions
• Hire, renew contracts with, and terminate the accreditation of digital negotiation platforms, extrajudicial collections firms, and law firms
• Define portfolio allocation criteria among collections partners
• Establish and monitor SLAs, performance targets, and variable compensation models for partners
• Monitor and audit the quality of approaches conducted by external partners
• Ensure collections processes comply with the Consumer Protection Code (CDC) and the Brazilian General Data Protection Law (LGPD)
• Manage the litigated portfolio jointly with law firms, in alignment with Cogna Legal’s guidelines
• Align goals, priorities, and deliverables with the organization’s internal stakeholders
• Partner with Technology, Finance, Legal, Compliance, Procurement, Customer Service, and Ombuds teams
• Lead and develop teams of coordinators, specialists, and analysts

Collections Manager

• Support the validation of statistical and mathematical models for credit risk analysis
• Verify adherence to assumptions, data quality, and the robustness of results
• Collaborate in the assessment of credit policies in accordance with internal guidelines, regulations, and best practices
• Participate in performance and stability testing, including backtesting, indicator monitoring, and benchmarking
• Prepare technical reports on results, identified risks, and recommendations for adjustments
• Monitor the implementation of models and policies, verifying system parameterization and controls
• Engage with Credit and Collections teams to clarify questions and propose improvements
• Support internal and external audits by providing evidence and documentation
• Contribute to the advancement of validation practices by suggesting methodologies, tools, and indicators

Junior Credit and Collections Validation Analyst

• Handle outbound and inbound customer contact by phone, WhatsApp, and email to negotiate overdue contracts
• Support strategy teams
• Negotiate overdue debts with customers
• Work Tuesday through Friday from 11:00 a.m. to 8:00 p.m. and Saturdays from 8:00 a.m. to 5:00 p.m., with fixed days off on Sundays and Mondays

Collections Agent

• Work as a Collections Analyst supporting the LATAM scope
• Monitor the customer portfolio
• Collaborate with multiple departments and interact with internal and external customers
• Ensure high-quality delivery in line with defined SLAs

Collections Analyst, Advanced Spanish

• Handle the administrative and operational activities of the Portfolio Management and Collections team
• Support portfolio management for the Converte Mais project
• Prepare and update spreadsheets and departmental tracking reports
• Monitor budgets, results, and operational performance indicators
• Organize documents and information
• Support the monitoring of negotiations and the corresponding entries in the system
• Handle and follow up on requests from other departments
• Support the back-office team and analysts with day-to-day activities
• Track requests and outstanding items, conducting the necessary follow-ups
• Support the monitoring of campaigns and indicators related to lead generation
• Consolidate information and support the preparation of reports
• Help organize processes and ensure departmental deadlines are met

Portfolio Management and Collections Assistant

• Contact customers by phone, email, or other channels to negotiate outstanding debts
• Issue payment slips, invoices, and other collection documents
• Monitor collection status and update records in the system
• Track due dates and send payment reminders
• Record payment agreements and installment plans arranged with customers
• Assist with payment reconciliation and identify outstanding issues

Collections Assistant

• Process postings and amortizations of received payments, ensuring accurate bank reconciliation and financial integrity
• Support the preparation and delivery of Billing Kits to clients, monitoring deadlines and process efficiency
• Follow up on outstanding client items, identifying delinquency situations and proposing solutions under supervision
• Support monitoring the accounts receivable aging, ensuring compliance with credit policies
• Assist in preparing collections reports and performance indicators
• Collaborate with the Sales and Operations teams to resolve outstanding items and align processes
• Follow the collections schedule and internal policies, ensuring compliance and action traceability
• Support accounts receivable and procurement processes as needed, ensuring deadlines, compliance, and operational efficiency

Junior Collections Analyst

• Execute the collections process through proactive contact with delinquent customers by phone, WhatsApp, and email
• Negotiate settlements, discounts, and installment plans in accordance with the company’s collections policy
• Monitor and reduce delinquency indicators for the assigned portfolio
• Respond to and follow up on customer requests, ensuring a positive experience throughout the relationship lifecycle
• Work with energy distributors to resolve customer- and billing-related issues
• Monitor service and collections metrics, including SLA, AHT, average wait time, and recovery rate, and support continuous improvement initiatives
• Record and update collections and customer service information in the company’s systems, such as SAP
• Collaborate with the Billing, Legal, Operations & Maintenance (O&M), Energy Management, and Technology teams to ensure revenue recovery and an optimal customer experience