Collection Executive

Bangalore /
Customer Experience /
Full-time
About Tala

Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions – and our plan is to serve millions more, and have been named by the Fortune Impact 20 list, CNBC’s Disruptor 50, and Forbes’ Fintech 50 list for four years running. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.

By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, more than 6 million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India. 

Most Talazens join us because they connect with our mission of enabling financial agency for underbanked people around the world. If you are energized by the impact you can make at Tala, we’d love to hear from you!

Recovery Advocates at Tala

Recovery Advocates focus on servicing our customers' daily inquiries, by providing information, resolving issues that might arise, and focusing on quality of information, helping customers resolve repayment and other issues,  and efficiency in time management.
Team members manage multiple tasks at a time and work with all departments to ensure company growth and improve Tala’s products for customers.
This role is part of a team driven by customer experience with a passion for servicing customers to the best of our ability. The Team Member’s goal would be to participate in daily customer engagement and focus on helping our customers succeed in their goals.
We expect all team members to come every day looking to make an impact on our customers and help our business improve in the process.

What you'll do?

    • Work with the customer to resolve issues affecting repayments & document the issue with correct RFD (Reason for Delinquency) codes.
    • Strictly adhere to call quality and performance standards.
    • Efficiently and promptly resolve customer concerns and questions by clarifying the customers’ issue; determining cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
    • Build a good standing relationship with our customers.
    • Follow communication procedures, guidelines, and policies.
    • Provide accurate and complete information by using our communication methods.
    • Work with the Recovery Team Lead to ensure proper service to customers is being delivered.
    • Provide feedback and ideas on the efficiency of the customer service processes.
    • Reliably fulfill duties during scheduled shiftsEscalate any customer complaints to the Team Lead and ensure solutions have been sort on the same on time.

What you'll need?

    • Customer-first Approach 
    • Quality typing skills and ability to work with online tools/Google Sheet/Excel
    • Strong decision-making and conflict resolution skills.Willingness to work a flexible schedule.
    • Ability to communicate clearly and professionally verbally and in writing.
    • Ability to handle customer complaints.
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.