Collections Specialist

Yango Group is seeking a Collections Specialist / Debt Recovery Specialist to join our team in Pakistan. In this remote position, you'll communicate with customers, negotiate sustainable repayment solutions, and ensure compliance with internal standards and applicable regulations.

You will be responsible for:

• Manage chat conversations regarding payments, account status, verification, and technical issues.

• Proactively assist users in resolving complex problems, anticipating their needs.

• Provide clear, accurate information about financial products, fees, limits, and transaction statuses.

• Log all interactions accurately in the CRM and ticketing systems, ensuring detailed case notes.

• Meet individual KPIs (quality, first response time, resolution rate, CSAT).

• Escalate complex, sensitive cases to the relevant teams.

You might be a fit if you have:

• Experience in Chat, Ticket Support for more than 1 year (Fintech, Banking, or Financial Services experience is a strong plus)

• Fluency in English and Urdu, with excellent spoken and written communication skills

• The ability to balance firmness with empathy and confidently de-escalate difficult conversations

• Experience working with CRM platforms and automated dialing systems

• A reliable high-speed internet connection (mandatory)

Why Yango?

International Exposure: Gain valuable international frontier experience that expands your professional horizons.

Collaborative Team: Join a team of like-minded professionals who share your passion and drive.

Impactful Contributions: Make a meaningful impact by contributing to the improvement of cities' infrastructure.

*The terms of cooperation with companies of the Yango group or its partners may vary from those indicated on the website; please check with the recruiter for details.