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Customer & Collections Associate

Egypt, New Cairo · Job Posted May 20, 2026
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Job Description

Own the end-to-end collections process, from early reminders to overdue account follow-ups. Coordinate resolution of failed payments, rescheduling, and extension requests with customers. Accurately log all collection activities and customer interactions in CRM systems. Serve as the first point of contact for inbound customer queries via multiple channels (phone, email, WhatsApp). Guide customers through onboarding, product usage, and repayment processes. Resolve complaints promptly, escalating complex cases as needed. Collaborate with risk, legal, and specialist teams for escalated cases per collections policy. Identify friction points in the customer journey and flag opportunities for process improvement.

Job Responsibility

  • Own the end-to-end collections process, from early reminders to overdue account follow-ups
  • Coordinate resolution of failed payments, rescheduling, and extension requests with customers
  • Accurately log all collection activities and customer interactions in CRM systems
  • Serve as the first point of contact for inbound customer queries via multiple channels (phone, email, WhatsApp)
  • Guide customers through onboarding, product usage, and repayment processes
  • Resolve complaints promptly, escalating complex cases as needed
  • Collaborate with risk, legal, and specialist teams for escalated cases per collections policy
  • Identify friction points in the customer journey and flag opportunities for process improvement

Requirements

  • Bachelor's degree in Business Administration, Commerce or any related field from a reputable university
  • Minimum of 2 years' relevant experience within banking, fintech or relevant sector
  • Understanding of SME lending, trade finance, or working capital products
  • Proficiency with customer support and CRM tools (e.g., Intercom)
  • Strong written and verbal communication skills in English
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