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At a glance
- Location
- Mumbai · Blenheim Chalcot Mumbai
About the role
- The Collections Associate will join the Customer Operations team to manage collections-related enquiries and support back-office processes. This role requires balancing effective collections strategies with a customer-focused approach while ensuring compliance with regulatory requirements.
Responsibilities
- Manage frontline Collections operations, including customer accounts in arrears and repayment-related enquiries.
- Handle customer enquiries across Email and Live Chat with clear, accurate, and empathetic support.
- Apply collections strategies and processes within a FinTech or financial services environment.
- Support customers experiencing financial difficulty or vulnerability following appropriate processes.
- Issue legal notices and collections-related documentation in line with regulatory and internal requirements.
- Manage shared inboxes, ensuring customer emails are actioned professionally and within SLA.
- Maintain accurate and comprehensive customer account records, case notes, and communications.
- Use CRM and case management tools to manage customer interactions, account updates, and follow-ups.
- Support the preparation and maintenance of collections reports, trackers, and documentation.
- Ensure all customer interactions comply with regulatory requirements, company policies, and data protection standards.
Requirements
- Previous experience in frontline Collections operations, preferably within FinTech, banking, lending, or financial services.
- Strong understanding of collections strategies, arrears management, and customer repayment journeys.
- Experience handling customers through Email and Live Chat.
- Understanding of supporting vulnerable customers and customers experiencing financial hardship.
- Previous experience using CRM/case management systems.
- Comfortable managing back-office collections processes, documentation, and reporting.
- Strong written and verbal communication skills.
- Strong attention to detail and commitment to maintaining accurate customer records.
- Ability to handle sensitive or challenging customer conversations with empathy and professionalism.
- Basic to intermediate Excel skills.
Benefits
- 24 days of annual leave
- 10 public holiday days
- Private Medical for you and your immediate family
- Life Insurance
Workplace
- Role is based in Mumbai at the Blenheim Chalcot Mumbai office.
Skills
- CRM
- Excel
- Case Management
- Live Chat
