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Experience level:
3-5 years
Education level:
Vocational secondary
Languages:
Russian: Native
English: A1
Telephone Negotiations: Conducting structured dialogues with debtors and their contacts, applying persuasive communication techniques and negotiation strategies to motivate voluntary repayment.
Client Information and Consultation: Clearly communicating outstanding balance amounts, payment deadlines, and legal/financial consequences of non-payment; performing accurate debt calculations and providing payment breakdowns.
Root Cause Analysis and Problem Solving: Investigating underlying reasons for payment delinquency, assessing debtor’s financial situation, and collaboratively developing feasible repayment plans or restructuring options.
Documentation and CRM Management: Logging call outcomes, interaction notes, and payment commitments in the CRM system; preparing and tracking pre-trial claim documentation and correspondence.
Payment Compliance Monitoring: Tracking debtor adherence to promised payment schedules, following up on missed commitments, and escalating cases according to internal collection workflows.
Regulatory and Procedural Compliance: Operating strictly within legal frameworks (e.g., Federal Law No. 230-FZ “On Protection of Rights and Legitimate Interests of Individuals in Debt Collection”), adhering to authorized calling hours, ethical standards, and internal communication protocols.
Diagnostics and Repair: Visual and hardware inspection of devices, fault identification, component replacement (screens, batteries, connectors), micro-soldering, software recovery, and final functionality testing prior to customer handover.
Customer Intake and Consultation: Preparing acceptance/handover certificates, documenting external defects, estimating repair costs and timelines, and informing customers about warranty terms and proper device usage guidelines.
Fault Analysis and Solution Planning: Conducting detailed customer interviews regarding failure circumstances, analyzing reported symptoms, and agreeing on the optimal repair approach balancing budget, timeline, and quality.
Documentation and Data Management: Entering order details into the CRM system, tracking repair status updates, issuing warranty certificates and completion reports, and maintaining cash handling procedures in compliance with fiscal regulations.
Process Oversight and Coordination: Monitoring repair turnaround times, coordinating technical staff workflows, proactively notifying customers upon device readiness, and managing the handover process.
Regulatory and Operational Compliance: Adhering to Consumer Protection Law requirements, following internal service standards, maintaining work schedule discipline, and ensuring proper storage and handling of customer-owned devices.
Big Data Management: Administration and optimization of databases, writing complex queries (SQL/NoSQL), ensuring data integrity, performing backup operations, and protecting personal data in compliance with Federal Law No. 152-FZ “On Personal Data”.
AI Integration and Model Management: Deployment, configuration, and maintenance of machine learning models (credit scoring, NLP, forecasting), pipeline orchestration, monitoring prediction quality, and fine-tuning models on up-to-date data.
Analytics and Credit Portfolio Processing: Processing large-scale credit files, identifying borrower behavior patterns, calculating risk metrics (PD/LGD), and preparing analytical reports for credit scoring and actuarial calculations.
Infrastructure and Hardware Administration: Managing server infrastructure (CPU/GPU/RAM), configuring runtime environments (Docker/Kubernetes), monitoring system load, ensuring high availability and fault tolerance, and planning computational resource upgrades.
Documentation and Regulatory Compliance: Maintaining technical documentation, logging changes to AI models and databases, adhering to information security protocols, internal policies, and industry standards (Bank of Russia regulations).
Monitoring and Cross-Functional Collaboration: Overseeing the correct operation of automated systems, rapid incident response and resolution, and coordinating with Risk Management, Legal Department, and business stakeholders.
Data & AI:
• End-to-end management of databases and ML pipelines (SQL/NoSQL, scoring, NLP, Docker, 152-FZ compliance)
Analytics & Infrastructure:
• Risk analytics (PD/LGD), server administration (Linux/GPU), system monitoring, automation of credit workflows
Client Operations & Compliance:
• Full-cycle client support: consultation, negotiation, CRM management, and adherence to regulatory standards (230-FZ, Consumer Law, CB RF guidelines)
Core Competencies:
• Systems thinking • Cross-functional coordination • Problem solving • Stress resilience