About Kueski
At Kueski, our mission is to improve the financial lives of people in Mexico. Since 2012, we are the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, offers seamless payment solutions for both online and in-store transactions, and has established itself as the preferred choice for a quarter of Mexico’s top e-commerce merchants. Notably, we were the first to introduce BNPL to Amazon Mexico.
We are a technology company with a culture focused on innovation, collaboration, and impact, fostering a strong, diverse, and inclusive business culture. In 2023, Kueski was recognized as the best BNPL platform by Fintech Breakthrough and earned the title of one of the most ethical companies in Mexico by AMITAI. Additionally, we were ranked as one of the best companies for female talent by EFY.
Purpose
Ensure high performance of collection agencies and their agents through on-site and random audits, maintaining direct and efficient communication to resolve problems and incidents. Implement and promote continuous improvement practices in all interactions, ensuring compliance with established protocols. Facilitate an environment of constant feedback that drives productivity and motivation, with a focus on meeting the company's operational objectives.
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Responsibilities
- Continually review and update the objectives defined in Kueski's collection strategy.
- Ensure that the agents assigned by the agency are 100% dedicated to the Kueski product.
- Act as the first point of contact on the floor to resolve queries, needs and requests.
- Monitor and audit agent calls to assess compliance and effectiveness.
- Coordinate with portfolio managers the implementation and monitoring of the collection strategy.
- Prepare and report findings and results from visits and audits.
- Ensure that the agency has updated Kueski goals and objectives.
- Verify that the agents assigned by the agency work exclusively on Kueski accounts.
- Identify and minimize downtime in agents' workdays.
- Maintain constant communication with portfolio managers to resolve operational needs.
- Ensure, through monitoring, compliance with Kueski's call model and quality in customer service, identifying areas of opportunity.
- Evaluate the effectiveness of the collection strategies implemented in different channels (calls, SMS, emails) for possible replication in Kueski.
- Inform Collections Strategy Agencies about findings, needs and results, ensuring feedback flow and improvement actions.
Requirements
- Bachelor's degree in finance or administration.
- 1 year of experience in Kueski's collection areas or 2 years in similar processes in other areas/companies.
- Document structure.
- Creating processes.
- Generating and reading reports.
- Experience in leadership and/or indirect management of suppliers
You will love working at Kueski
- Our work culture focuses on the importance and value we give to our clients by working as a team, immersed in an environment of humility and integrity.
- We seek that our collaborators design their professional and personal career plan, feedback and recognition are integrated into our processes, systems and good practices.
- We guarantee a competitive salary and well-being with major medical insurance, mental and emotional health programs, as well as flexible working hours.
- Our commitment to diversity, equity and inclusion ensures that you work in teams that challenge, support and inspire you in a collaborative, high-performing and flexible environment.
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At Kueski, we embrace diversity in all its forms, systematically promote equity, and ensure that everyone feels included and has a sense of belonging. We are committed to the inclusion of all candidates in our talent selection process. As part of this commitment, we will do our best to adjust the format of our selection process when requested by a candidate. If you require any adjustments to the process format, please let the Talent Acquisition team know.