Company Description
Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity employer and affirmative action employer.
Job Description
We are looking for a Product Specialist to lead the Offline Operation front of the Limpa Nome product, focusing on the management, governance, and performance of collection agencies responsible for activating portfolios made available by the platform.
This position will be responsible for ensuring that portfolios directed to collection agencies are implemented, monitored, and optimized with a high level of operational control, business vision, and a focus on credit recovery. The person will work directly in the interface with partner agencies, internal areas, and strategic stakeholders, ensuring clarity in operational rules, monitoring key indicators, and continuous performance evolution.
Key responsibilities:
- Manage the operation of partner collection agencies linked to the Limpa Nome product front;
- Monitor the performance of portfolios made available to collection agencies, ensuring a clear view of recovery, contacts, conversion, agreements, payments, and productivity;
- Define, monitor, and review operational and performance indicators with the agencies;
- Conduct recurring follow-up, performance, and action plan meetings with partner agencies;
- Lead the implementation of new portfolios, ensuring alignment of business rules, operational flows, goals, segmentation, and monitoring criteria;
- Support the definition of strategies for distribution, redistribution, and prioritization of portfolios among agencies;
- Evaluate opportunities for improvement in the operation, contact channels, approach, collection rules, and portfolio performance;
- Ensure governance over SLAs, monitoring models, reporting routines, operational quality, and adherence to established rules;
- Act as a focal point between agencies, internal areas, product, legal, compliance, technology, data, and other involved stakeholders;
- Structure action plans for performance improvement when there are deviations in indicators or low operational efficiency;
- Support discussions regarding the hiring, maintenance, expansion, or replacement of collection agencies, based on performance, quality, and operational adherence;
- Translate operational needs into clear directions for support areas, especially technology, data, product, and business;
In this position, the seniority level is directly related to practical experience in collection operations, partner management capacity, autonomy, and maturity for decision-making.
This person is not expected to be the technical lead for building databases, dashboards, or advanced analyses, as there will be a support structure for data and indicators. However, it is essential that they can interpret indicators, question deviations, identify opportunities, and drive action plans with agencies and internal areas.
The Specialist must act with a high degree of independence, serving as a reference in credit recovery operations and ensuring that partner agencies are correctly guided, monitored, and held accountable for expected results.
Qualifications
- Solid experience in collections, credit recovery, debt negotiation, or outsourced collection operations;
- Previous experience with managing agencies, collection firms, or external credit recovery operations;
- Knowledge of key collection indicators, such as recovery, conversion, contact, CPC, promise to pay, broken agreements, productivity, aging, worked portfolio, and cost/efficiency of recovery;
- Ability to analyze operational performance and propose action plans to improve results;
- Experience with partner monitoring routines, performance meetings, goal setting, and SLA management;
- Practical knowledge of implementation, operation, and monitoring of collection portfolios;
Soft Skills:
- Good organizational, prioritization, and management skills for topics involving multiple stakeholders;
- Clear communication and maturity to work with external partners and internal areas;
- Autonomous, proactive, and results-oriented profile.
- High sense of ownership and autonomy;
- Practical operational vision and execution capacity;
- Negotiation and influence skills without direct authority;
- Maturity to deal with external partners and internal stakeholders;
- Good communication, especially for conducting performance forums;
- Analytical profile focused on decision-making, even without the need to be a technical data expert;
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, each knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, valuing well-being.
We are dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right track, providing an increasingly better work environment for our talent.
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