Collections Operations Associate

About the Company

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region, on a mission to build the most customer-centric financial super-app on earth. As Saudi’s first fintech unicorn, we serve millions of users and partner with global brands like Amazon, IKEA, and SHEIN.

Responsibilities

• Take full ownership of day-to-day collection escalation tickets and coordinate with cross-functional teams for timely resolution.
• Conduct in-depth Root Cause Analysis (RCA) for all regulatory and legal escalations.
• Draft professional, accurate, and compliant responses via Salesforce and email.
• Identify systemic issues within the collection flow and suggest process improvements to mitigate risks.
• Perform critical operational 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 (written and verbal).
• Strong analytical skills with the ability to perform Root Cause Analysis (RCA).
• Proficiency with CRM tools (such as Salesforce or Zendesk) and high comfort level with Excel or Google Sheets.

Preferred Qualifications

• Previous experience in the Fintech or Buy Now, Pay Later (BNPL) sector.
• Basic understanding of SAMA and CBUAE regulations regarding debt collection.
• A customer-first attitude and the ability to handle difficult financial conversations with empathy.