Collections Associate

Salary Finance Inc; Mumbai City; On-site; INR 300,000 - 450,000; Full time

Job summary

Salary Finance Inc in Mumbai is seeking a Collections Associate to join our Customer Operations team. You will manage frontline collections, handle enquiries across Email and Live Chat, and support back-office processes to ensure accurate, compliant handling of accounts in arrears.

The role emphasizes empathetic customer service, adherence to regulatory requirements, data protection, and collaboration with internal teams to resolve complex cases and improve customer journeys.

Qualifications

• The ideal candidate will have previous experience in frontline collections and be confident handling customers across multiple channels, while balancing effective collections strategies with a customer-focused approach.
• You will ensure interactions and records are handled accurately, empathetically, and in line with regulatory and internal requirements.

Responsibilities

• Manage frontline Collections operations, including arrears and repayment-related enquiries.
• Handle customer enquiries across Email and Live Chat with clear, accurate, empathetic responses.
• Apply appropriate collections strategies in a FinTech/financial services context.
• Support customers experiencing financial difficulty following vulnerability and affordability processes.
• Identify and respond to financial hardship indicators and risk signals.
• Issue relevant notices and documentation in line with regulations and internal policies.
• Maintain accurate customer records, case notes, and communications in CRM and case management tools.
• Support preparation of collections reports and trackers.

Skills

Collections experience

Customer service

Multichannel support

Regulatory compliance

CRM tooling

Job description

About Salary Finance

Salary Finance is a leading global FinTech platform. We support a community of 4M employees across 575 clients (including 20% of the FTSE 100) in the UK and US, providing a suite of financial employee benefits that help employees improve their financial health and happiness. Our platform provides salary-linked savings, loans, pay advances, and financial education. We have a team of 200 brilliant and passionate colleagues across 3 countries, backed by great investors (Blenheim Chalcot, Legal & General, Experian, Goldman Sachs, Royal London, Virgin Money) with £100M in equity and £500M in debt funding raised to date.

We were co-founded by entrepreneurs Asesh Sarkar (CEO), Daniel Shakhani, and former Head of Google UK and Ireland Dan Cobley (Chairman), and are authorised by the FCA.

The Role

We are looking for a Collections Associate to join our Customer Operations team. The ideal candidate will have previous experience in frontline collections and be confident handling customers across multiple channels, while balancing effective collections strategies with a customer-focused approach.

You will be responsible for managing collections-related enquiries via Email and Live Chat, supporting the back-office processes that underpin the collections function, and ensuring all interactions and records are handled accurately, empathetically, and in line with regulatory and internal requirements.

Key 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.
• Apply appropriate collections strategies and processes within a FinTech or financial services environment.
• 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.