Collections Analyst

About the team

Credit Risk Operations owns Adyen's global arrears and collections flow for our financial products. When a merchant falls behind on repayment, we work to recover what is owed while keeping the relationship intact and staying fully compliant.

We sit at the intersection of Credit Risk, Product, Finance, Legal and our second-line Risk and Compliance teams. The team is growing quickly, so the processes, tooling and playbooks you help build now will shape how Adyen collects at scale.

As a Collections Analyst in Chicago, you will own a portfolio of US merchants in arrears across Adyen's financial products: cash advances, capital loans, charge cards, overdrafts and hardware financing. You will resolve each case end to end, from first outreach to repayment plan, recovery or escalation. Alongside your caseload, you will help turn a fast-growing operation into a scalable, compliant and increasingly automated one.

You will run your own portfolio independently, within agreed playbooks and approval limits. You will escalate exceptions such as settlements, write-offs and legal action to senior colleagues, and take on more complex accounts as you grow.

Responsibilities

• Own a portfolio of merchant accounts in arrears and drive each case to resolution by email
• Explain contractual obligations clearly, negotiate realistic repayment plans and follow through until they are met
• Spot breaches of agreement, such as licensing issues or unauthorized business activity, and agree next steps with Legal and Credit Risk
• Escalate at the right moment and coordinate recoveries with Risk, Finance, Legal and Product so merchants get one consistent answer
• Monitor portfolio health, including delinquency rates, roll rates, promise-to-pay and cure rates, and flag emerging risks early
• Keep accurate, audit-ready records of every merchant interaction and case decision
• Make sure every recovery action complies with US federal and state collections, servicing and lending rules
•  Help design and improve collections tooling, automation and workflows so the operation scales without adding headcount at the same rate

Who you are

We're looking for someone who meets the minimum requirements below. If you do, we encourage you to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• Experienced in collections, account recovery or credit operations at a lender, bank, fintech or payments company
• Hands-on experience managing a portfolio of overdue business or consumer credit accounts
• Working knowledge of US collections and servicing regulations, and how to apply them day to day
• Confidence in difficult conversations: you balance empathy with firmness and keep the relationship intact
• Clear written and spoken English, including explaining terms like breach of contract or default in plain language
• Strong organization: you track many accounts, deadlines and follow-ups without dropping detail
• Comfort with collections platforms or CRM tools, and with Excel or Google Sheets for basic reporting
• A low-ego, high-accountability approach to working with Risk, Legal, Finance and Product
• Ability to leverage AI tools and automation to increase operational efficiency

Preferred qualifications

• Experience collecting on commercial credit products: merchant cash advances, working capital loans, charge cards, overdrafts or equipment financing
• Familiarity with FDCPA, UDAAP, state collection licensing rules and fair-lending expectations as they apply to business credit
• Experience handling legal escalations, settlements, charge-offs or third-party agency placements
• Comfort with data: SQL, Looker or similar tools to analyze delinquency trends and build reports
• A track record of improving a collections process, building a playbook or helping automate a workflow