Collections Advisor – Customer Escalation Specialist

About the role

We are looking for a detail‑oriented Collections Advisor to join Tamara’s Collections Team in Riyadh. You will act as the main point of contact for customers navigating the collection process, investigating complaints, validating information and delivering swift, compliant resolutions.

Key responsibilities

• Own day‑to‑day collection escalation tickets and coordinate with cross‑functional teams to resolve customer grievances.
• Conduct root‑cause analysis for regulatory and legal escalations and draft accurate responses on the Salesforce portal and via email.
• Identify systemic issues in the collection flow, propose process improvements and mitigate future risks.
• Perform daily operational tasks such as call audits, transcript reviews and monitoring chat/email interactions to ensure adherence to collection guidelines and local regulations.

Required profile

• Minimum 1 year of experience in a high‑volume Customer Care or Collections role, preferably handling chat or email.
• Native or professional fluency in both Arabic and English.
• Strong analytical mindset with the ability to perform root‑cause analysis and document findings clearly.
• Customer‑first attitude when dealing with difficult financial conversations.

Required skills

• Proficiency with CRM tools such as Salesforce and Zendesk.
• Advanced use of Excel or Google Sheets.