Collections Operations Associate
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Key skills for this role
About the Role
Tamara is seeking a detail-oriented Collections Operations Associate to join their team in Riyadh. The role involves managing collection escalation tickets, conducting root cause analysis, and coordinating with cross-functional teams to resolve customer grievances.
Key Skills for This Role
Responsibilities
- Take full ownership of day to day 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 on Salesforce portal and Emails
- Identify systemic issues within the collection flow and suggest process improvements
- Perform daily ad hoc tasks, including call audits and transcript reviews
- Monitor chat and email interactions to ensure agents are adhering to collection guidelines and local regulations
Requirements
- At least 1 year of experience in a high volume Customer Care or Collections role, specifically within Chat or Email processes
- Native or professional fluency in both Arabic and English
- Ability to dissect a problem, find the 'why' behind an error (RCA), and document it clearly
- Familiarity with CRM tools (Zendesk, Salesforce, etc.) and a high level of comfort with Excel/Google Sheets
Full Job Posting
About Us
- Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer centric financial super app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global
- Tamara is Saudi’s first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out of its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.
Your Role
- We're seeking a detail oriented and proactive Operations Associate for our Collections team. As an Operations Associate, you will act as a vital link for customers navigating the collection process—investigating complaints, validating information, and driving swift resolutions to protect the company
- Drawing on your proficiency to deep dive into customer payments information and handle day to day collection escalation tickets, you will transform complex escalations into clear, actionable solutions. You will coordinate closely with cross functional teams to ensure timely resolution of customer gr
- You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution oriented—persevering regardless of circumstances, always finding a way through no matter the challenges, and maintaining a customer first attitude even when
Your Responsibilities
- Escalation Management: Take full ownership of day to day collection escalation tickets.
- Coordinate with cross functional teams to ensure timely resolution of customer grievances.
- Regulatory Compliance & RCA: Conduct in depth Root Cause Analysis (RCA) for all regulatory and Legal escalations.
- Draft professional, accurate, and compliant responses on Salesforce portal and Emails.
- Identify systemic issues within the collection flow through the collection tickets and suggest process improvements to mitigate future risks.
- Quality & Operations Support: Perform daily 'mundane' but critical ad hoc tasks, including call audits and transcript reviews.
- Monitor chat and email interactions to ensure agents are adhering to collection guidelines and local regulations.
Your Expertise
- Experience: At least 1 year of experience in a high volume Customer Care or Collections role, specifically within Chat or Email processes.
- Bilingual Proficiency: Native or professional fluency in both Arabic and English is mandatory, as you will be handling legal documentation and communicating with diverse stakeholders.
- Analytical Skills: Ability to dissect a problem, find the 'why' behind an error (RCA), and document it clearly.
- Tech Savvy: Familiarity with CRM tools (Zendesk, Salesforce, etc.) and a high level of comfort with Excel/Google Sheets.
Preferred Skills
- Previous experience in the Fintech or BNPL (Buy Now, Pay Later) sector.
- Basic understanding of SAMA and CBUAE regulations regarding debt collection.
- A 'customer first' attitude even when dealing with difficult financial conversations.
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