Plan de mejora operativa: optimización del análisis de riesgo y canales de recaudo en el portafolio de avances mercantiles para trabajadores de la gig-economy

Abstract

This operational improvement plan aims to optimize the risk assessment (underwriting) and portfolio recovery (collections) processes at Fundo Colombia S.A.S., a strategic subsidiary responsible for operational support for the Merchant Cash Advance (MCA) portfolio in the United States, focused on independent gig-economy workers. Based on the operational diagnosis conducted during the internship, two main operational gaps were identified: Exclusion of Viable Clients in Underwriting: The strict requirement for traditional checking accounts automatically discarded 1099 contractors who receive their income through specialized digital wallets and cards (such as the Uber Pro Card or DoorDash Crimson Card). Inefficiency and Extra Costs in Collection Channels: Reliance on automated coercive collections via Remote Checks (RCC) generated a severe return rate due to client illiquidity, resulting in unrecoverable $3 USD fixed bank penalties per rejected check for the company and pushing accounts into external collection agencies with $1,500 USD penalties that ultimately led to default. Integrated Improvement Proposals and Actions: Criteria Flexibility: Inclusion and formal validation of digital wallets and intermediaries (Uber Pro / DoorDash Crimson) within operational underwriting policies using the Plaid API. Digital Voluntary Payment Gateway: Integration of web links and QR codes into the Zendesk CRM to enable partial or total preventive online payments tailored to the user's daily income flow, reducing returned RCC checks by 35%. Financial Efficiency: Mitigation of operational staff burn-out, drastic reduction of bank penalties, and controlled expansion of market share in authorized U.S. states.