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 manage collection escalation tickets, investigate complaints, and drive resolutions. The role requires at least 1 year of experience in customer care or collections, bilingual Arabic and English proficiency, and familiarity with CRM tools.
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 adherence 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 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, serving millions of users in KSA, UAE and Kuwait.
Your Role
- We're seeking a detail oriented and proactive Operations Associate for our Collections team.
- You will act as a vital link for customers navigating the collection process—investigating complaints, validating information, and driving swift resolutions.
Your 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 adherence to collection guidelines and local regulations.
Your Expertise
- 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 is mandatory.
- Ability to dissect a problem, find the 'why' behind an error (RCA), and document it clearly.
- Familiarity with CRM tools (Zendesk, Salesforce, etc.) and high level of comfort with Excel/Google Sheets.
Preferred Skills
- Previous experience in the Fintech or BNPL 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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