Collections Operations Associate

About the Company

Tamara is a major fintech platform across Saudi Arabia and the wider GCC, focused on building a highly customer-centric financial super-app that helps people turn plans and purchases into reality. It supports millions of users in Saudi Arabia, the UAE, and Kuwait, and works with well-known international and regional brands including SHEIN, Jarir, noon, Amazon, IKEA, eXtra, and Farfetch, in addition to small and medium businesses.

As Saudi Arabia’s first fintech unicorn, Tamara is supported by investors such as Sanabil Investments, SNB Capital, and Checkout.com. Its main headquarters is in Riyadh, Saudi Arabia, with additional regional and global support offices.

Role Overview

This position is part of the Collections team and is suited to someone who is organized, proactive, and detail-focused. The role acts as an important connection point for customers going through the collections process by reviewing complaints, checking information, and helping drive quick and effective resolutions that support users while protecting the business.

You will work through customer payment details, manage daily collection-related escalation tickets, and turn complicated issues into practical next steps. The role also involves close coordination with different teams to resolve customer concerns in a timely manner. Success in this position requires a customer-first mindset, strong empathy, urgency, and the ability to stay solution-oriented when dealing with sensitive financial matters.

Key Responsibilities

• Own daily collection escalation tickets from start to finish.
• Work with internal cross-functional teams to resolve customer grievances quickly and effectively.
• Carry out detailed root cause analysis for regulatory and legal escalations.
• Prepare clear, professional, and compliant replies through Salesforce and email.
• Spot recurring issues in the collections flow and recommend process changes to reduce future risk.
• Complete essential ad hoc operational tasks, including call audits and transcript reviews.
• Review chat and email interactions to confirm that agents follow collections procedures and local regulatory requirements.

Experience and Requirements

• At least 1 year of experience in a high-volume customer care or collections environment, specifically handling chat or email processes.
• Strong command of both Arabic and English at native or professional level is required.
• Ability to analyze issues deeply, identify the root cause of problems, and document findings clearly.
• Comfort working with CRM platforms such as Zendesk and Salesforce, along with Excel or Google Sheets.
• Preference for candidates with fintech or BNPL experience.
• Basic awareness of SAMA and CBUAE debt collection regulations is an advantage.
• Applicants should bring a customer-first approach, especially when handling difficult financial conversations.

Additional Information

This role is open to qualified candidates who meet the requirements listed above. The job is based in Riyadh, Saudi Arabia, and is a full-time onsite position.