Consumer Collection Process Lead

At Multitude, we're more than just a listed European FinTech company—we're a team driving financial innovation. We provide digital lending and online banking services that empower consumers, SMEs, and FinTechs to grow and succeed.

Powered by our Growth Platform, we operate through three business units: Ferratum, offering seamless mobile banking for consumers; CapitalBox, providing flexible financing for SMEs; and Multitude Bank, supporting non-bank lenders and FinTechs.

In 2024, we achieved €263.7 million in revenue and €20.2 million in net profit, reflecting strong financial growth. With 700+ employees across 25 countries, we're shaping the future of finance in 17 markets. Founded in 2005 in Finland, Multitude is listed on the Frankfurt Stock Exchange (MULT).

We are looking for a data-driven and strategic Consumer Collection Process Lead to design, optimize, and manage end-to-end early collections workflows across our digital lending products and markets.

In this role, you'll lead initiatives that enhance recovery rates, reduce delinquency, and improve the overall customer repayment experience. As part of our high-performing, data-driven fintech team, you'll collaborate with consumer experience, late collections, business product owners, IT, legal, and compliance teams to refine and scale collections strategies that are compliant, efficient, and customer-centric.

Your focus:

• Process Design & Optimization: Design and continuously improve consumer collections processes across all delinquency stages, including pre-collection. Implement automation tools, robotics, and AI-driven solutions to improve performance, efficiency, and cost-effectiveness.
• Segmentation & Strategy: Build and implement segmentation strategies based on risk scoring, behavioral patterns, and account attributes to enhance recovery rates and reduce portfolio risk.
• Documentation & Training: Develop detailed SOPs (Standard Operating Procedures) and training materials to align cross-functional teams on best practices, processes, and standards.
• Cross-Functional Collaboration: Partner with customer service, BPOs, engineering, late collections, and product teams to implement data-driven and automated collection strategies.
• Continuous Improvement: Leverage consumer feedback loops and data analytics to identify inefficiencies and process bottlenecks, proactively proposing and executing improvements.
• Compliance & Governance: Ensure end-to-end process compliance with local and international lending and collections regulations. Maintain alignment with consumer protection standards and internal policies.
• Performance Measurement: Use Power BI, SQL, and analytics tools to monitor performance metrics, track improvement initiatives, and communicate outcomes to stakeholders.
  

Required skills & qualifications:

• 3–5+ years of experience in consumer collections strategy and process management, ideally in a fintech, neobank, or digital lending environment.
• Strong knowledge of consumer lending products (BNPL, personal loans, microloans, credit lines).
• Deep understanding of the collections lifecycle, tools, and regulatory compliance frameworks.
• Proven ability to use AI and automation to optimize processes and drive innovation.
• Experience working cross-functionally with Product, Legal, and Customer Service teams.
• Familiarity with international consumer protection and lending regulations.
• Excellent communication and stakeholder management skills.
  

Nice-to-have:

• Experience implementing or optimizing collections modules in core lending systems, CRMs, or debt management tools.
• Familiarity with AI / machine learning or data science concepts applied to collections.
• Experience in international lending environments or fintech startups/scale-ups.
  

We offer:
At Multitude, we believe in empowering our employees to thrive personally and professionally. Here's what you can look forward to:

• A Truly Global Workplace – work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture
• Hybrid & Flexible Work – we support work-life balance with remote work options and modern office spaces across Europe
• A Culture of Growth – we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement
• Financial Growth Opportunities – benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards
• Workation Programme – work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive
• Wellbeing Benefit – receive an annual allowance to support your physical and mental wellbeing
• Private Health Insurance – access comprehensive medical coverage to support your health
• Weekly Office Breakfast – enjoy a fresh start with breakfast at the office
  

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