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 will make an impact in this role

You will shape how millions of American consumers experience financial services through AI-powered personalized outreach strategy. By designing the channel, cadence, timing, content of consumer outreach, you will reduce customer frustration while ensuring they are best served with the client’s product and services. You will expand on the CORTEX engine to digest consumer activities, personas, analyze and produce real time contact decisions that will directly impact customer satisfaction, operational efficiency, and business outcomes. 

What you will do

• Define and own the product roadmap for AI-powered consumer outreach across multiple channels (voice, email, text, letter, and other channels)
• Collaborate with engineering and data science teams to extend CORTEX engine to leverage AI/ML to create omnichannel outreach strategies including conversational flows, message content, timing, and cadence across voice, SMS, email, and other channels
• Extend CORTEX consumer unified memories from conversations, activities and historical campaign data to build the consumer profile and preference
• Build feedback loops to continuously improve AI recommendations based on response rates, sentiment analysis, and business metrics
• Coordinate with legal and compliance to ensure all outreach strategies meet TCPA, FDCPA, and other US regulatory requirements
• Establish KPIs and success metrics for outreach effectiveness (connection rate, right party answer rate, response rate, meaning conversion, customer satisfaction)
• Build, conduct A/B testing and experimentation workflow to refine contact strategies
• Analyze performance data to identify patterns and opportunities for continuous improvement

What you will need to have

• 5+ years of product building/implementing experience in financial services, fintech, or consumer-facing technology products; 
• Experience building customer data platforms, CRM systems, and marketing automation tools
• Ability to work with data teams to define requirements for models and algorithms
• Strong understanding of AI/ML concepts, particularly in recommendation systems, NLP, and behavioral prediction
• Understanding of consumer financial services (credit cards, lending, collections, or customer lifecycle management)
• Strong analytical and problem-solving skills with data-driven decision-making approach
• Customer empathy, first principle problem solving, and extreme ownership
• Clear communication skills to articulate complex AI capabilities to business stakeholders

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