Servicing & Collections at Brex

Servicing & Collections plays a critical role in protecting both our customers and our business as Brex continues to scale. The team owns the strategy, operations, and customer engagement across the recovery lifecycle, balancing strong financial outcomes with long-term customer relationships. From high-stakes negotiations and delinquency management to operational tooling, vendor strategy, and cross-functional partnership, the team operates at the center of some of Brex’s most important business decisions. This is a highly strategic function focused on building scalable processes, driving operational rigor, and continuously evolving how Brex approaches recoveries and customer servicing in a modern financial ecosystem.

What you’ll do

As the Director of Collections, you will lead Brex’s strategy and execution in recovering delinquent balances. You will utilize both internal and external tools and resources to identify the cause of non-payment and appropriately respond. You will do this through deploying both automated and human-powered solutions, always balancing Brex’s ability to recover with the long-term relationship with the customer. You have proven experience in negotiating challenging, high-balance workouts from an unsecured position. You take learnings from each recovery effort to optimize our internal policies and credit risk positioning.

Beyond Servicing Recoveries, you will also support Account Servicing responsibilities, managing pre-delinquency relationship management, including statement period adjustments, payment delay requests, and manual payment application processes.

This is a highly cross-functional role, with key touchpoints across Credit, Finance, Go-to-Market, and our Customer Support teams.

Where you’ll work

This role will be based in our San Francisco, New York, Salt Lake City, or Seattle office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Define and execute the multi-year vision for Brex’s B2B collections and recovery strategy across our unsecured corporate card and financial products
• Own the performance metrics for early and late-stage delinquencies, roll rates, and net charge-offs (NCOs). Drive step-function improvements in recovery rates
• Lead and mentor an internal team of collections managers and specialists
• Continuously optimize standard operating procedures (SOPs), workflows, and treatment strategies
• Oversee external collection agencies and legal partners
• Define placement strategies, negotiate contracts, conduct performance reviews, and ensure rigorous compliance oversight
• Partner with Data Science and Engineering to build predictive risk models (e.g., propensity to pay), leverage agentic AI for automated outreach, and integrate sophisticated workflow tools to streamline the collections process
• Act as the feedback loop to the Underwriting and Credit Policy teams, identifying emerging risk trends and helping to refine front-end credit decisions
• Collaborate with Legal/Compliance to ensure adherence to all commercial lending regulations

Requirements

• 10+ years of experience in collections, risk operations, or credit cycle management, with at least 5 years focused specifically on B2B / commercial unsecured credit
• 3+ years of experience in a senior leadership role
• Deep domain expertise in commercial collections strategies, including workout arrangements, arbitration, bankruptcy proceedings, legal recoveries, and B2B debt settlement
• Highly analytical and data-driven; comfortable navigating data warehouses, utilizing BI tools (Looker, Hex), and working with data science teams to optimize segmentation strategies
• Experience operating in a high-growth Fintech or modern banking environment
• Exceptional executive communication skills with the ability to present complex risk metrics to C-suite leadership and external banking partners

Bonus Points

• Experience implementing AI-assisted collections outreach and modern CRM/collections software ecosystems
• Deep understanding of the startup/venture-backed business ecosystem and the unique cash-flow dynamics of early-stage companies

Compensation

The expected salary range for this role is $198,880 - $248,600. However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

Brex LLC is a wholly owned subsidiary of Capital One, N.A.