Risk Operations, Collections

About the role

This role requires excellent communication, negotiation, and decision-making skills. You will help execute and maintain operational initiatives that enable collecting from Ramp's delinquent and high-risk customers. This includes ensuring timely collections, balancing customer's ability to pay, reconciling customer payments, and negotiating payment plans to reduce credit losses while ensuring customer financial well-being.

Responsibilities

• Ensure timely collections from delinquent and high-risk small business and commercial accounts through outbound and inbound communication across email and phone channels.
• Balance customer’s ability to pay, reconcile customer payments, and Ramp’s risk appetite to negotiate payment plans to reduce credit losses, and ensure customer’s financial well being.
• Utilize and build tools to help manage your portfolio efficiently.
• Achieve operational excellence by meeting team KPIs and SLAs.

Requirements

• Minimum 3 years of experience in collections, recoveries, or credit risk management operations via phone and written correspondence.
• Strong background in customer support via phone and email.
• Experience with collecting on commercial financial products like credit cards, loans, etc.
• Excellent written and verbal communication skills.
• Investigative and critical thinking skills.
• BA/BS or equivalent experience.
• Proven analytical and problem-solving skills with a strong attention to detail.
• Strong negotiation skills.
• Excellent organizational skills and the ability to manage multiple priorities in a dynamic environment.
• Ability to grow, develop, and learn in a fast-paced, start-up environment.

Qualifications

• Experience in high growth startups.
• Experience working in fintech.
• Experience in SMB or Commercial collections.

Skills

• Customer service skills.
• Data-driven decision-making.
• Negotiation and conflict resolution.
• Financial analysis and reporting.
• Project management.

Benefits

• Full-time Ramp Employees (Global)
• Flexible PTO
• Unlimited AI token usage
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• United States: 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
• One Medical annual membership
• Fertility HRA (up to $10,000 per year)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
• Pet insurance
• In-office perks: lunch, snacks, drinks, and more
• Relocation support to NYC or SF (as needed)
• Canada: Group medical, dental, and vision coverage through Sun Life
• Life, AD&D, and disability coverage
• Fertility drug coverage (up to $4,000 lifetime)
• Group Retirement Plan with employer match (RRSP + DPSP)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
• UK: Private medical insurance through Freedom Elite
• eMed x Livi Virtual GP and at-home care
• Penfold Workplace pension with salary sacrifice option
• Employee Assistance Program and virtual care through Lumino Health