About Us
Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.
Your Role
Tamara is looking for a detail-oriented and proactive Collections Associate to join our Collections Team. In this role, you will act as a vital link for customers navigating the collection process—investigating complaints, validating information, and driving swift resolutions. This position is ideal for a person who can deep dive in customer payments information and thrives in a fast-paced fintech environment and can transform complex escalations into clear, actionable solutions. This role is based in our Egypt office, located in New Cairo.
Your Responsibilities
- Escalation Management
- Take full ownership of day-to-day collection escalation tickets.
- Coordinate with cross-functional teams to ensure timely resolution of customer grievances.
- Regulatory Compliance & RCA
- Conduct in-depth Root Cause Analysis (RCA) for all regulatory and Legal escalations.
- Draft professional, accurate, and compliant responses on Salesfroce portal and Emails.
- Identify systemic issues within the collection flow through the collection tickets and suggest process improvements to mitigate future risks.
- 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.
