Senior Operations Associate (Collections)

What you will do:

• Respond to inbound customer calls, chats, and emails with professionalism.
• Manage escalated and complex customer concerns.
• Provide assistance and guidance to junior agents.
• Ensure accuracy in documentation and compliance with processes.
• Contribute to training and coaching initiatives.
• Consistently meet or exceed performance metrics and service levels.
• Provide feedback or report to immediate supervisor on performance, recurring issues or customer pain points
• Perform other administrative tasks as needed to support the team

What we are looking for:

• Graduate of any 4-year bachelor's degree course. Business, Communications or related field is an advantage.
• 2-3 years experience in inbound customer service or call center role
• At least 2 years handling escalations or complex customer issues
• 3-5 years Experience in lending business in financial institution