About Nubank
Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. Since then, through innovative technology and outstanding customer service, the company has been redefining people's relationships with money across Latin America. With operations in Brazil, Mexico, and Colombia, Nubank is today one of the largest digital banking platforms and technology-leading companies in the world.
Today, Nubank is a global company, with offices in São Paulo (Brazil), Mexico City (Mexico), Buenos Aires (Argentina), Bogotá (Colombia), Durham (United States), and Berlin (Germany). It was founded in 2013 in Sao Paulo, by Colombian David Vélez, and cofounded by Brazilian Cristina Junqueira and American Edward Wible. For more information, visit www.nu.com.mx.
About Xforces in Nu:
The Xforces for Collections are divided external and internal, both types of Xforces are in command of a certain group of Xpeers. This means that all Xforces have people, administrative and product management responsibilities. Particularly, the Xforce of External Agencies also manages external personnel who are in charge of managing the collection efforts, mainly through Telephone, although the management of efforts is also carried out through Digital Channels. Due to the rapid growth of the Nu Credit Card Portfolio and with the incorporation of Nu Lending, we see it necessary to ensure that there is a dedicated Xforce for an External Agency, each agency as of March 2024 has more than 100 people including Directors, Managers & Supervisors, in addition Staff of Quality and Management which is necessary to coordinate and supervise. The Xforce will also be in charge of a person with an Xpert level who will support the daily supervision tasks of External Agencies.
Xforce Responsibilities:
The Collections Xforce must comply with the following tasks in addition to monitoring compliance of the Xpert Tasks for which it is responsible.
Collections Effectiveness:
- Monitor that the information that needs to be shared with external agencies, back and forth (Collection Effectiveness Reports, Quality, Contactability) is sent on time and through the established means and tools.
- Monitor Metrics established to External Agencies and report the reason for the changes.
- Ensure you assist or lead deep dives on Collections and External Agencies KPIs.
- Ensure alignment with External Agencies regarding new products and tests that might impact their negotiation.
- Lead and participate in the different rituals with the agencies and Nu Team, including: Monthly reviews, weekly reviews, Call listening and calibrations, quality compliance review meetings, presentations with the Nu leadership team, Chapter Xpeer meetings and meetings with the Collections team.
External Agencies Point of Contact:
- Being the point of contact for communication between External Agencies and the internal teams and stakeholders for any updates.
- Comply with the creation, structure and review of the information that is shared through external communications. This involves aligning the information with the necessary stakeholders and making sure that the documentation is correct.
- Organize and monitor website information, external agency playbooks, communications and external shared drive.
- Monitor possible risks and maintain a close governance to monitor actions plans put into place and improvement
- Comply with the training material standards and requirements established by Nu for the external operation, which includes working hand in hand with the necessary teams to organize schedules, dates, materials and information to share.
- Meet the requirements for Onboarding new agencies, including teaching them the content design process, guiding them through the communication and training process, and ensuring all rituals are established.
- Be aware for any crash that might impact the outbound operations and report accordingly
- This position requires performing site visits for External Agencies within Mexico City.
- In the event that an External Agency is located outside of Mexico City, this position involves taking an expenses-paid trip to another city within the country, at least once a month. Only for visits outside Mexico City the expenses are covered by Nu.
Quality assurance:
- Lead direct calibrations and quality control meetings with external agencies.
- Create in-depth analysis and action plans, identify the Agency's weak points and propose how to solve them.
- Supervise and ensure the completion of Quality evaluations by agency.
- Ensure that External Agencies are trained and qualified to have a successful negotiation and how to handle extreme cases using our support plans correctly.
- Create and design training materials.
- Establish and Monitor the guidelines for Scorecards, evaluations, disputes and alignment with the QA squad that must be carried out to ensure that the quality level established in external agencies is met.
- Monitor the correct functioning of the tools that Nu provides to External Agencies, for training, coaching and Quality. Which includes carrying out license governance aligned with internal Nu stakeholders.
- Comply with required quality assurance processes during Onboarding of new agencies, including teaching them the scorecard, guiding them through the evaluation process, and ensuring all rituals are established.
Regulators
- Monitor the necessary processes when a complaint is received through the Registry of Collection Offices (REDECO) for bad collection practices
Supervision of Activities of the Personnel in charge:
- Create Xperts activities and supervise adherence to their schedule
- A 1:1 must be established with all Xperts. These sessions should include metrics, attendance, projects and development along with tracking your personal situation.
- Ensure that all Xperts get their payroll correctly by monitoring and registering their shifts correctly.
- Ensure to record and follow up on vacations taken by external collections Xperts so coverage is not impacted at the same time as Xperts needs are met.
Core Benefits
- Nubank equity
- Health and life insurance
- Food card
- 15 days of paid vacation with 25% vacation bonus
- Holiday Bonus ("Aguinaldo") of 30 days of pay per year
- NuCare - Our mental health and wellness assistance program
- NuLanguage - Our language learning program
- Extended maternity and paternity leaves
The position is based in Mexico City, Mexico.
