Refinancia is a Financial Servicer
Refinancia is an integrated consumer loan servicer, with receivable management and collections platforms that leverage on vast consumer data sets.
Our Data Science and Analytics teams, specialized in collections management, ensure deep expertise in prioritizing effective collections efforts.
We base our activity out of Colombia, where we have 18 years of experience as an innovative player that has pursued various opportunities, including NPL purchasing and Point-of-Sale loan origination.
We provide omnichannel alternatives, combining well-trained reps at our call centers in Bogotá and Medellín, with digital communications and self-service tools that allow for high-yielding, cost-efficient collections offered to loan originators (banks and fintechs) and Non Performing Loan purchasers.
Refinancia at a Glance
- Started as a Non-Performing Loan (NPL) purchaser and servicer: Market Leader in Colombia since our foundation in 2005.
- Expanded into NPLs in Perú since 2010, and piloted Mexico between 2011-2013.
- Entered Third Party servicing for biggest retail banks in Colombia since 2011.
- Primary and Third-Party collections performed out of Colombia, with call centers located in Bogotá and Medellin.
- Point-of-Sale – Loan origination between 2013-2023, reaching over 1000 merchants; >1 M loans underwritten.
- +/- 400 employees.
- ISO 9001 Quality Management System certificate.
- Recognized as a Great Place to Work.
Key Value Creating Capabilities
01. Consumer Loan Collections Data and Intelligence:
- Historical payment data sets and decision science prowess.
- Algorithms to prioritize collections and consumer engagement.
- Operations Toolkits for expert collections/funnel management
02. OmniChannel Collections Processes:
- Outbound/Inbound Call centers; processes and routines ensuring empathetic interaction and high liquidation.
- Digital communications / messaging alternatives integrated with self-serve payment options
03. Proprietary Core-Technology:
- Receivable management, collections and communications infrastructure.
- Multi-servicing platform for flexible portfolio on-boarding and seamless creditor interaction / reporting
04. Dedicated Client Success Teams:
- Contract Management processes focused on seamless service to creditors and asset owners.
- Collections compliance and risk management that aligns with client requirements Information security and business continuity models interaction / reporting
Business value proposition: Collections as a service
- Specialized workgroups, integrated for enhanced liquidation rates and proper consumer interaction through data-based multi-channel approach.
- Technological architecture on which platforms manage millions of consumers for banks and sophisticated funders.
- Reporting routines that allow for permanent interaction to manage and control results.
Portfolio Strategy
Specialized analytics cells that perform deep portfolio tracking, scoring and prioritization models, consumer segmentation, channel distribution.
Collections solutions designed for consumerfriendly experience, and compliant interaction.
Controlled Experiments (pilots and campaigns) to test collections strategies (tone, cadence, channel, pricing) that enhance consumer engagement and liquidation rates.
Multi-channel Consumer Interaction
Inbpumd/Outbound Call Center
Reps SMS/ HTML/Whatsapp
Bots Self-serve: Digital platforms
Key Clients
NPLs-Purchaser
- Encore Capital
- Jefferson Capital
- Deva Capital
- QNT
Banks
- Bancolombia
- Banco Bogotá
- Falabella
- Serfinanza
- Scotiabank – Colpatria
POS Funders
- Referencia
- Banco Caja Social
- Dann / Iris
- Credifamilia
As a debt purchaser we have also collected on loans for: BBVA (Colombia, Perú, Mx), Scotiabank, (Colombia, Peru) Davivienda, Banco de Occidente, AVVillas, Interbank, BCP, Santander, HSBC, among others
Management Team
Hector Salas
Portfolio Strategy – Business Intelligence Head
Leads execution of collections strategy. Distributes and balances monthly capacity, attempts, and channel mix. Deep understanding on consumer payment metrics to generate direct contacts, promise-to-pay and kept rates. Experience in credit risk management in POS consumer loans. Financial Engineer from Universidad Piloto.
Jose Manuel Castro
Digital Experience / UX and Decision Science Head
Leads Digital transition offering, focusing on testing and piloting customer engagement algorithms and product journey/experience. Ensures data-based decision-making foundations . 13 years experience in transitioning various companies to digital experience, including Colsubsidio, Colgas and Refinancia. Masters in Marketing, with emphasis in Customer Experience Management.
Clara Mendoza
Collections – Call Center Director
Leads contact-center collections teams, including portfolio strategy and dialer management. 15 years at Refinancia developing agent teams in Colombia and Perú. Financial engineer, with MBA from Universidad de Los Andes.
Magguier Tirado
Technology – Application Architecture Head
Develops and maintains platform evolution and application development. Leads group of developers (inhouse and outsourced) to permanently progress in all software required for operation. Deep understanding of Refinancia’ s architecture. Systems Engineer, Scrum Master.
Clara Velásquez
Contract Management and Compliance Director
Manages and develops servicing contracts with debt purchasers and banks; ensures regulatory compliance in all operations. Lawyer from La Gran Colombia University with a Specialization in Commercial and Financial Law from Sergio Arboleda University. Has worked in legal areas of different financial sector entities such as Colmena and Caja Social Bank.
David Illidge Arrieta
Finance Director
Leads treasury, financial planning, tax and accounting at Refinancia, as well as core receivable ledger for servicing clients. Ensures data security and quality certifications. CPA with postgraduate and master’s degrees in finance. 25+ years experience leading the finance functions in local and multinational companies. Professor of Postgraduate Finance and Administration in Colombian Universities.
Lina María Yepes
General Secretary, Talent and Admin
Leads talent development and corporate services. Coordinates Governance and legal representation. Was responsible for corporate relations, legal and compliance at Referencia POS lender (sister company). Worked for more than 10 years with Merchant Association. Lawyer specialized in Commercial Law from Universidad Javeriana, with extensive experience in alternative mechanisms of conflict resolution.
Kenneth Mendiwelson
Founder, Chief Executive Officer
Banking practice at McKinsey & Company in Latam; Strategy and New Business Development at Fidelity Investments Boston; Corporate Finance at Lloyds Bank Serial Fintech Entrepreneur; Former Chairman of Endeavor Colombia and Board Member Colombia Fintech; current Chairman Colcob – Collections Association Former Chairman of Colpatria Group (Diversified Holding in Banking, Insurance, Energy, Infrastructure, Retail and Private Equity) MBA Harvard Business School; Undergraduate Universidad de Los Andes.
Appendix - Company Timeline
Contáctenos
Final remarks and Contact details
- We understand deeply the consumer credit cycle, as we come from being consumer loan originators and receivable owners.
- We have data sets available to help us leapfrog in the use of AI with substantial leeway.
- Our deep relationships in the consumer credit ecosystem allows us to interpret needs and emerging trends, while implementing go-to-market plan.
- We are proven entrepreneurs that have built and scaled businesses within the consumer credit industry.
- Kenneth Mendiwelson
- CEO / Founder
- kmendiwelson@refinancia.co
- www.refinancia.co
- +57 310 856 6521
