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 manage their financial obligations through intuitive self-service experiences. By designing workflows that are clear, empowering, and trustworthy, you will transform complex financial operations into straightforward digital interactions. You will synthesize insights from consumer behavior, operational requirements, and compliance constraints to build features that directly impact customer autonomy, operational efficiency, and business outcomes. You will bridge the gap between consumer needs and technical capability, ensuring our platform delivers experiences that feel supportive and transparent while scaling beyond what assisted channels alone could achieve.

What you will do

• Design self-service user flows for payment plans, disputes, document management, and account operations that are intuitive and conversion-optimized
• Synthesize insights from user behavior analytics, support tickets, and consumer feedback to identify friction points and improvement opportunities
• Translate consumer needs and business requirements into detailed user stories, acceptance criteria, and technical specifications
• Develop comprehensive product documentation including user journey maps, feature specifications, and success metrics frameworks
• Review product analytics and user sessions to identify optimization opportunities, validate hypotheses, and measure feature effectiveness
• Collaborate with engineering, design, compliance, and operations teams to balance technical feasibility, regulatory requirements, and user needs
• Continuously iterate on product features based on data insights, edge cases, compliance changes, and evolving consumer expectations
• Map detailed, empathetic customer journeys that account for financial stress, trust barriers, and the emotional context of debt management

What you will need to have

• Proven ability to synthesize order from chaos: extracting insights and structure from analytics data, user feedback, and operational complexity
• Experience designing self-service digital products rather than just analyzing metrics or managing backend systems
• Background in consumer-facing product management, particularly in sensitive or high-stakes contexts: fintech, healthcare, legal services, or other domains requiring trust-building through design
• Demonstrated skill in identifying user friction points and translating them into systematic product improvements
• Ability to create comprehensive, detailed user journey maps that reflect real consumer behaviors and emotional states
• Strong organizational and systems thinking skills – bringing structure to complexity and designing scalable solutions
• Comfort working with cross-functional teams including engineering, compliance, operations, and data.
• Customer empathy, first principle problem solving, and extreme ownership
• Experience with analytics tools and A/B testing methodologies

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