Soft Collection Coordinator

We’re looking for a detail-focused Soft Coordinator to join the Collection Operations team at MD Finance. In this role, you’ll make sure local collection teams in different countries follow Head Office processes and standards. You’ll track key performance metrics, keep process documents up to date, help roll out new ways of working, and support consistent use of approved operating standards.

If you like structured work, enjoy working with international teams, and are highly organized, we’d love to hear from you.

Main Responsibilities

• Ensure local offices comply with all standards set by HQ

• Monitor operational KPIs and identify deviations

• Maintain and update standardized documentation

• Organize and facilitate regular operational meetings with local Heads of Collection

• Support implementation of new tools and processes (Dialer/CRM, transcription tools, A/B testing)

• Ensure local offices comply with all standards set by HQ

Expected Results

• Ensure the transfer collection migration to Delta-M CRM within the area of responsibility is delivered with no downtime and minimal errors

• Drive an aligned update of operating rules and release a clear set of guidelines so the team can work in the new CRM without disruption

• Ensuring local offices achieve at least 100% of their targets

Professional Qualifications

• At least 2 years of relevant experience in collection operations, call-center management, customer service management, or process-operations coordination

• Strong understanding of collection KPIs and operational workflows

• Ukrainian or russian fluent

• English – B1 or higher (daily communication with international teams)

• Strong Excel/Google Sheets skills (reporting & tracking), Power BI

• Basic knowledge of dialer systems is an asset

• Experience working with international or multi-country teams is a plus

Key Competencies

• Goal-oriented mindset / orientation toward company goals

• Excellent coordination and organizational skills

• Analytical mindset: ability to validate reports, KPIs

• High attention to detail and process compliance

• Flexibility to support multiple markets and adapt to changes quickly

• Willingness to business trip