Salary Finance - Collections Associate

Mumbai, India+ Equity3w ago

In Office Junior APAC Banking Life Insurance Associate Case Management Reporting CRM Management Customer Relations Learning & Development

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. • Good 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 alongside customer contact. • Strong written and verbal communication skills, with the ability to explain complex information clearly. • Strong attention to detail and a commitment to maintaining accurate customer records. • Ability to handle sensitive or challenging customer conversations with empathy, professionalism, and confidence. • Strong problem-solving and decision-making skills. • A collaborative team player who is willing to support colleagues and take ownership of shared objectives. • Comfortable working in a fast-paced, technology-driven environment and adapting to changing processes. • Basic to intermediate Excel skills. • What success looks like: • Success in this role means consistently delivering effective collections outcomes while maintaining a high standard of customer care, quality, compliance, and operational performance. • What we can offer you • Be part of the World’s Leading Digital Venture Builder • Have the opportunity to be a part of and learn from the incredible diverse talent in BC • Be exposed to the right mix of challenges, within a culture that promotes continuous learning and development and opportunity to work with Gen AI • A fun and open, if a little cricket obsessed, atmosphere – we own the Rajasthan Royals IPL team! • 24 days of annual leave &10 public holiday days • Private Medical for you and your immediate family & Life Insurance for yourself

Responsibilities

• Manage frontline Collections operations, including customer accounts in arrears and repayment-related enquiries. • Handle customer enquiries across Email and Live Chat, providing clear, accurate, and empathetic support. • Support customers experiencing financial difficulty or vulnerability, following appropriate vulnerability and affordability processes. • Identify and respond appropriately to financial hardship, vulnerability, and potential customer risk indicators. • 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 within internal systems. • 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. • Assist with monitoring inactive and underperforming accounts. • Work collaboratively with internal teams to resolve complex collections cases and customer queries. • Ensure all customer interactions comply with regulatory requirements, company policies, data protection standards, and collections procedures. • Identify opportunities to improve customer journeys and contribute to process and knowledge improvements. • Demonstrate ownership of cases, ensuring appropriate follow-up and timely resolution. • Consistently meet quality, productivity, customer experience, and operational targets.