Kiwi

Collections

• Perform 1st Party Collections: Contact customers to discuss outstanding balances and secure timely payments.
• Negotiate Resolutions: Propose and agree upon realistic repayment plans with customers, utilizing critical thinking and empathy.
• Document Accurately: Maintain detailed and compliant records of all customer interactions and commitments within our system.
• Ensure Compliance: Operate strictly within all debt collection laws and company guidelines.
• Collaborate: Work closely with the team to achieve collective departmental goals.

Collections Agent

Risk

• Analyze applicant identity data and digital verification results (e.g., Persona checks, document images, device and IP data) to detect fraud or synthetic identity patterns.
• Develop and maintain fraud risk rules, thresholds, and alerts in collaboration with analytics and engineering teams.
• Conduct deep-dive investigations on suspicious identity clusters or behavioral anomalies.
• Support continuous improvement of fraud detection models, providing feedback on false positives and emerging trends.
• Partner with Underwriting and Risk teams to evaluate identity risk impact on loan performance and recommend mitigation strategies.
• Perform root-cause analysis of confirmed fraud cases to identify missed signals and propose system refinements.
• Track and monitor identity verification accuracy, fraud loss rates, and system performance metrics.
• Act as the subject matter expert (SME) for identity verification tools such as Persona, optimizing configurations, workflows, and rule logic.
• Collaborate with Compliance and Operations to ensure KYC, AML, and identity verification processes meet regulatory standards.

Collections Agent

Identity Risk & Fraud Analyst