Collections Operations Associate📣 إعلان

About the Collections Operations Associate Role

Tamara, a leading fintech platform in Saudi Arabia and the GCC region, is seeking a detail-oriented and proactive Collections Operations Associate for its team in Riyadh. This full-time role is ideal for individuals with 0-1 years of experience looking to contribute to a customer-centric financial super-app. As an Operations Associate, you will serve as a key point of contact for customers navigating the collections process, ensuring efficient and effective resolutions.

Role Overview and Responsibilities

In this role, you will be instrumental in managing customer payment information and handling day-to-day collection escalation tickets. Your primary objective will be to transform complex escalations into clear, actionable solutions by investigating complaints, validating information, and driving swift resolutions. You will collaborate closely with cross-functional teams to ensure timely resolution of customer grievances and maintain a high standard of customer experience.

• Take full ownership of daily collection escalation tickets.
• Coordinate with cross-functional teams to ensure timely resolution of customer grievances.
• Conduct in-depth Root Cause Analysis (RCA) for all regulatory and Legal escalations.
• Draft professional, accurate, and compliant responses via the Salesforce portal and email.
• Identify systemic issues within the collection flow and suggest process improvements to mitigate future risks.
• Perform critical ad-hoc tasks, including call audits and transcript reviews.
• Monitor chat and email interactions to ensure adherence to collection guidelines and local regulations.

Required Qualifications and Experience

To be successful in this role, candidates should possess the following qualifications:

• A minimum of 1 year of experience in a high-volume Customer Care or Collections role, with specific experience in Chat or Email processes.
• Native or professional fluency in both Arabic and English is mandatory for handling legal documentation and communicating with diverse stakeholders.
• Strong analytical skills, with the ability to dissect problems, identify root causes (RCA), and document findings clearly.
• Proficiency with CRM tools such as Zendesk or Salesforce, and a high level of comfort with Excel/Google Sheets.

Preferred Skills and Attributes

While not strictly required, candidates with the following would be advantageous:

• Previous experience in the Fintech or BNPL (Buy Now, Pay Later) sector.
• A basic understanding of SAMA and CBUAE regulations concerning debt collection.
• A demonstrated "customer-first" attitude, even when navigating difficult financial conversations.

About the Team and Work Environment

Tamara operates with a philosophy where collective strength leads to shared success. The ideal candidate is a driven, determined, and curious team player with a positive outlook. You should be solution-oriented, persevering through challenges and always finding a way forward while maintaining empathy and respect in all interactions. This is a full-time position based in Riyadh, Saudi Arabia.