Collections Tools Analyst

About PayJoy   PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success.  Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system.  Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life.  PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.   This role

The Tools Analyst will own the day-to-day operation of the collections technology stack. Customer.io, data ingestion pipelines, EDC integrations, and AI-vendor pilots, turning a stack we currently only maintain into an active recovery and cost-efficiency lever. This is a global role maintaining the strategy across the 8 countries PayJoy operates in. This role targets a will help lift in-country campaign performance through segmentation, monitoring campaign performance and consolidating to the best-performing AI vendors, while reducing manual overhead and cost-per-contact across all markets.

Key Responsibilities

• Build Customer.io end to end: configure, build and monitor collection workflows, messaging sequences and treatment triggers, resolving configuration issues, data discrepancies and workflow failures to keep campaigns performing across all markets.
• Design and maintain automation workflows: build automated treatment triggers, escalation logic and contact-sequencing rules, identifying manual processes that can be automated and documenting all configurations for operational continuity.
• Build and maintain reliable data ingestion pipelines (SQL/Python) that feed customer and account data into Customer.io, ensuring data quality and consistency and proactively resolving pipeline failures — in collaboration with the Data Analyst and engineering.
• Establish and maintain EDC and external-data integrations, ensuring external sources are ingested, validated and available for tools configuration and analysis, and documenting integration workflows and data dictionaries.
• Pilot, measure and roll out new collections tools (AI-powered solutions such as conversational AI and intelligent contact prioritization), treating each vendor as a measurable agency (BPS - Cost - ROI vs. Control), and making data-backed adjustments post-launch to maximize recovery impact.

Qualifications

• Hands-on experience with Customer.io or an equivalent CRM / marketing-automation platform.
• Strong SQL skills for data extraction, analysis, and validation.
• Experience with workflow-automation tools.
• Experience managing data ingestion pipelines and ensuring data quality across integrations.
• Proven experience designing and running A/B tests or controlled experiments, with clear Treatment vs. Control measurement.
• Ability to pilot and configure new tools independently, with minimal supervision.
• Strong documentation skills and the ability to communicate clearly with non-technical, cross-functional stakeholders.
• Analytical, detail-oriented, and proactive in solving problems.

Nice to Have

• Experience with API integrations and connecting to external data sources (EDCs / third-party providers).
• Background in collections operations across multiple markets (LatAm, South Africa, Philippines), including treatment strategies, DPD segmentation, and agency/assignment logic.
• Experience with Databricks or Snowflake.
• Experience with Infobip or similar messaging gateways.
• Exposure to CDP concepts and multi-channel contactability.
• Experience evaluating AI/ML collections vendors.

What Success Looks Like

• Tools and pipelines are reliable, accurate, and up to date, with strong uptime and data quality.
• Campaign performance improves (target: +10 bps) while cost-per-contact decreases.
• Each tool and AI vendor is clearly measured on BPS, cost, and ROI, guiding consolidation toward the top performers.

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.   PayJoy Principles   Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening