We are building an AI-driven collections platform that enhances efficiency and compliance, helping financial institutions modernize debt recovery operations in a scalable and responsible way.

You’ll join the team behind Collin—a generative AI product designed to transform how collections teams engage with customers. Collin enables unscripted, human-like collection conversations while maintaining robust compliance controls, and is engineered for large-scale deployment. By leveraging AI, Collin helps organizations run more personalized engagement strategies, improve recovery outcomes, and strengthen customer relationships.

How You'll Make an Impact

You will shape how millions of American consumers experience financial services through AI-powered conversations. By designing conversation flows that are natural, empathetic, and effective, you will transform complex financial operations into seamless customer interactions. You will synthesize insights from real conversations and translate them into structured AI logic that will directly impact customer satisfaction, operational efficiency, and business outcomes. You will bridge the gap between human conversational expertise and AI capability, ensuring our platform delivers conversations that feel authentically human while scaling beyond what human agents alone could achieve.

What You'll Do

• Design conversational flow logic and create example conversations that are natural, engaging, and effective for customer operations
• Synthesize insights from live agent-consumer conversations, identifying nuances and patterns that inform AI conversation design
• Translate conversational insights into requirements that capture the subtleties of effective human communication
• Develop comprehensive conversation guides, coaching content, and response examples for AI systems
• Review and debug AI-consumer conversations to identify improvement opportunities, refine instructions, and enhance naturalness
• Collaborate with internal subject matter experts to extract their conversational expertise and systematically structure it for AI implementation
• Continuously iterate on conversation flows based on newly discovered situations, edge cases, and consumer feedback
• Map detailed, empathetic customer journeys that account for emotions, frustrations, and conversational dynamics

What We're Looking For

• Native or near-native English proficiency (American English preferred) – this is very important as you're designing conversational experiences for the US market.
• Proven ability to synthesize order from chaos: extracting insights and structure from large volumes of unstructured conversational data
• Experience designing for conversational interactions rather than just analyzing structured data and metrics
• Background in roles that require deep consumer understanding through conversation: coaching, consumer research, customer journey mapping, or other fields that rely on extensive consumer interviewing for synthesized insights 
• Demonstrated skill in identifying conversational nuances and translating them into systematic, repeatable patterns
• Ability to describe comprehensive, detailed, empathetic consumer journeys based on real conversational interactions
• Strong organizational and design thinking skills – bringing structure to complexity and using that structure to design effective flows
• Comfort working with AI tools without over-relying on them for tasks requiring human judgment about conversational quality
• Customer empathy, first principle problem solving, and extreme ownership

What We Offer

Join our vibrant team and enjoy:

• Competitive compensation, including 13th-month salary and performance bonuses.
• Comprehensive health care for you and your dependents.
• Generous leave policies and flexible work hours.
• Convenient District 1 office location (next to the metro station).
• On-site lunch, Grab for work allowance, and fully equipped workstations.
• Fun team-building activities, sponsored sports clubs, and Thursday happy hours.
• Unlimited free coffee, tea, snacks, and fruit.
• A chance to make a profound social impact by democratizing credit access in emerging markets.

Trusting Social is an AI-first fintech company pioneering the use of data and machine learning to expand fair access to credit in emerging markets. We are deeply committed to consumer data rights and responsible innovation, building products that balance performance with transparency, security, and long-term trust. Powered by AI and Big Data, we solve complex problems at scale, supported by a culture of ownership, integrity, and continuous experimentation—offering an environment where you can learn fast, push boundaries, and deliver real-world impact.

For more information about us, please visit our website: https://trustingsocial.com