Wandoo Finance is a fast-growing global fintech powerhouse operating in consumer loans in Europe and Latin America. We deliver innovative financial solutions across borders, combining tech-driven thinking with general reach.

How You’ll Make an Impact

Team Leadership & Management

- Lead, mentor, and manage the Debt Collection team, reporting to and operating under the direction of the team Leader of Debt Collection & Sales, fostering a positive and collaborative work environment
- Set clear performance expectations, conduct regular 1:1s and team meetings, and deliver ongoing coaching and development
- Oversee hiring, onboarding, and continuous training processes to ensure team members are equipped with the necessary skills and knowledge
- Manage team capacity planning and shift/schedule design to meet operational needs (including weekend/peak-time coverage)

Operational ownership

- Own day-to-day operations for Collections, ensuring all SLAs, KPIs and quality standards are consistently met
- Serve as the accountable escalation point for operational issues, system incidents, and complex cases
- Ensure strong operational routines, including daily dashboards, performance huddles, quality reviews, and calibration sessions
- Ensure full compliance with regulatory requirements and internal policies in all operational processes

Debt Collection Strategy & Execution

- Develop and implement strategies to improve service delivery, and response time
- Proactively propose and lead initiatives to reduce impairments (provisions) and increase recoveries (process changes, segmentation, scripts, collection strategies)
- Monitor key performance indicators (KPIs) such as Cash collected, DC efficiency, Promise to pay and Promise to extend, Exit rate, team productivity, and service efficiency and scores to track departmental performance
- Own roadmap items for Collections in coordination with Product,



IT and other stakeholders -prioritizing backlog, validating outcomes and identifying new opportunities

Process Improvement & Efficiency

- Analyze operational performance, customer feedback/insights, identify trends, and recommend improvements to enhance customer experience
- Work with cross-functional teams in English and Spanish (e.g., Product, Sales, Marketing among others) to streamline processes and ensure alignment with the DC initiatives
- Implement tools, best practices and automation to improve efficiency, reduce cycle times and increase output quality

Customer Relationship Management & Escalation Handling

- Act as the primary escalation point for complex or high-impact customer issues, working to resolve them efficiently and professionally
- Represent the Collections departments in leadership meetings, cross-departmental initiatives, and strategic discussions

What You Bring to the Table

- Full proficiency in English and Spanish (written and spoken)
- Minimum of 3 years experience in Debt Collection field, preferably Fintech, Bank or Insurance sector
- Previous customer service or call center experience
- Excellent oral and written communication skills
- Knowledge of Spanish debt collection law
- Negotiation skills and results-oriented approach
- Proficiency in CRM and other IT tools

What’s in It for You

- Full-time position 38.5 hours per week, 100% on-site with possibility of remote work
- Monday to Friday between 9:00 a.m. and 5:00 p.m
- Salary between €35,000 and €45,000 gross per year, permanent contract
- Performance bonus based on collection targets
- 26 days of vacation
- Birthday bonus
- Life insurance
- Collective Bargaining Agreement for Financial and Credit Institutions
- Coffee, beverages and fruit provided by the company

If you are a proactive, dynamic, and results-oriented person, and you want to grow in a rapidly expanding company, apply for this position and send us your CV!

📌 Debt Collection Team Leader (Madrid)
🏢 Wandoo Finance Group
📍 Madrid