Job description

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 and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

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 and support our users.

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 grievances and create unique experiences only Tamara can provide.

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 dealing with difficult financial conversations. You will effectively find a way to work with everyone through empathy and respect, responding quickly with urgency to process improvements and systemic issues

Your Responsibilities 

1. Escalation Management

• Take full ownership of day-to-day collection escalation tickets.
• Coordinate with cross-functional teams to ensure timely resolution of customer grievances.

1. 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.

1. 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.

All qualified individuals are encouraged to apply

 

Preferred candidate

Years of experience

No experience required

Degree

Bachelor's degree / higher diploma