Risk Operations, Collections

About the Role

What You Will Do

• Ensure timely collections from delinquent and high-risk small business and commercial accounts through email and phone communications
• Negotiate payment plans that balance the customer's ability to pay with Ramp's risk appetite to reduce credit losses and ensure customer financial well-being
• Utilize and develop tools to manage your portfolio efficiently, streamlining operations and improving outcomes
• Meet team KPIs and SLAs to ensure operational excellence and contribute to the company's growth and success
• Communicate effectively with customers, internal stakeholders, and external partners to resolve issues and improve processes
• Analyze data and trends to identify areas for improvement in collections and risk management
• Develop and maintain a deep understanding of Ramp's products and services to effectively communicate value to customers
• Collaborate with cross-functional teams, including sales, marketing, and product, to align strategies and improve customer outcomes
• Stay up-to-date with industry trends, regulatory changes, and best practices in collections and risk management

What We Are Looking For

• Minimum 3 years of experience in collections, recoveries, or credit risk management operations
• Strong background in customer support via phone and email, with excellent written and verbal communication skills
• Experience with collecting on commercial financial products like credit cards and loans
• Investigative and critical thinking skills, with the ability to analyze complex data and make informed decisions
• BA/BS or equivalent experience, with proven analytical and problem-solving skills
• Strong negotiation skills, with the ability to work with customers to find mutually beneficial solutions
• Excellent organizational skills, with the ability to manage multiple priorities in a dynamic environment
• Ability to grow, develop, and learn in a fast-paced startup environment

Nice to Have

• Experience in high-growth startups, particularly in the fintech industry
• Experience working in SMB or commercial collections, with a deep understanding of the challenges and opportunities in these sectors
• Familiarity with Ramp's products and services, or similar financial infrastructure solutions

Benefits and Perks

• 100% medical, dental, and vision insurance coverage for you and partially covered for your dependents
• One Medical annual membership for comprehensive healthcare services
• 401k with employer match on contributions made while employed by Ramp
• Flexible PTO to ensure a healthy work-life balance
• Fertility HRA up to
  0,000 per year for family planning support
• Parental Leave to support new parents in their caregiving roles
• Unlimited AI token usage for professional development and innovation
• Pet insurance for furry family members
• Centralized home-office equipment ordering for all employees to ensure a productive remote work setup
• Health and Wellness stipend for ongoing fitness and wellness expenses
• In-office perks, including lunch, snacks, drinks, and more, when working from the New York headquarters
• Budget for intra-office travel to facilitate team collaboration and meetings
• Relocation support to NYC or SF, as needed, to help with the transition to a new location

• Develop a strong understanding of financial products, particularly credit cards and loans, to effectively communicate with customers and negotiate payment plans.
• Practice active listening and empathy in your communication style to build trust with customers and improve negotiation outcomes.
• Familiarize yourself with Ramp's products and services to demonstrate your knowledge and enthusiasm for the company's mission.
• Highlight your analytical and problem-solving skills, particularly in managing complex data and making informed decisions, to stand out as a strong candidate.
• Prepare examples of successful negotiations or conflict resolutions from your previous experience to demonstrate your skills in high-pressure situations.
• Be ready to discuss your approach to staying organized and managing multiple priorities in a fast-paced environment, including tools and strategies you find effective.
• Show a willingness to learn and grow, both in terms of industry knowledge and professional development, to align with Ramp's culture of innovation and continuous improvement.