Affirm
Mid
Own Affirm's first-party collections program across agent, digital, and AI-powered channels
This role owns the end-to-end performance and evolution of Affirm's collections (resolutions) program, spanning contact center operations, BPO vendor management, digital communications, and AI-powered servicing. Requires 5+ years leading collections programs and strong cross-functional partnership with Product, Engineering, Analytics, Compliance, and Operations.
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What this interview tests
- First-party collections/recoveries program ownership and strategy
- BPO and AI vendor management and performance accountability
- AI-powered servicing rollout, optimization, and governance
- Cross-functional partnership with Product, Engineering, Analytics, Compliance, Operations
- Multi-channel customer engagement strategy (voice, SMS, email, digital, self-service)
- Data-driven portfolio monitoring and continuous improvement
Common question themes
Describe how you've led a collections program and balanced recovery with customer experience
Tell me about managing a BPO or AI vendor relationship for performance and compliance
How have you rolled out or governed an AI-powered servicing capability
Walk through a time you used portfolio data to catch an emerging risk or opportunity
How do you influence a product roadmap using frontline collections insights
Describe building a scalable operating model or performance framework
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