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Retention Analyst – Mid, Collections
Company HeroAnalista de Retenção negociando cobranças e recuperando receita recorrente para a Company Hero. Gerindo clientes inadimplentes e aprimorando operações estratégicas de cobrança para soluções PJ.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing delinquent customer portfolios and executing effective collections strategies while maintaining a focus on customer negotiation and relationship building. Proficient in utilizing CRM systems and data handling tools to enhance collections processes and achieve recovery targets.
Highest-signal resume keywords
Collections ManagementB2B Customer NegotiationCRM System ProficiencyGoogle Sheets Data HandlingTarget-Driven Results Orientation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Collections StrategyPayment NegotiationData AnalysisCustomer Interaction RecordingKPI Improvement
Soft Skills
High EnergyResilienceGenuine Customer InterestResults Orientation
Tools & Technologies
CRM SystemsGoogle SheetsHubSpot
Industry Keywords
Credit RecoveryRecurring Revenue ModelsB2B CollectionsHigh-Growth CompaniesStartups
About the role
Key responsibilities & impact- Manage a portfolio of delinquent customers, focusing on the recovery of recurring revenue
- Conduct high-volume outbound and inbound contacts (WhatsApp, phone, and email), leading payment negotiations
- Analyze each customer's situation, prioritize cases and define the best collections strategy
- Accurately record interactions, agreements and payment promises in systems (CRM and spreadsheets)
- Contribute to continuous improvement of the collections cadence, negotiation scripts and department KPIs
- Lead negotiations with customers, understand delinquency scenarios, propose viable solutions and support the financial journey of B2B customers, protecting company revenue
Requirements
What you’ll need- Previous experience in collections, credit recovery or related areas at a mid level
- High energy and resilience to operate in a target-driven environment with a high volume of customer contacts
- Genuine interest in speaking with customers, negotiating and building sustainable agreements
- Results-oriented, with ambition to meet and exceed recovery targets
- Intermediate knowledge of Google Sheets (data handling, filters and basic formulas)
- Familiarity with CRM systems, preferably HubSpot, or similar tools (not mandatory)
- Experience with B2B customers in recurring revenue models (subscriptions, monthly fees, annual plans) (not mandatory)
- Experience in startups or high-growth companies, contributing to improvements in collections processes, cadence and negotiation scripts (not mandatory)
Benefits
Comp & perks- Equipment provided
- Meal and transportation allowance on a flexible benefits card
- Health plan
- Dental plan
- Partnership with SESC
- Life insurance
- Private pension
- Day off in your birthday month
- WellHub benefit with dependent coverage
- Extended maternity/paternity leave
- Childcare reimbursement
- OnHappy benefit: discounts on travel and accommodation
- Discount on EBAC courses
- Great work environment with leisure space, game room and a relaxed atmosphere!