Collections Specialist (Remote)

About the role

Yango Group is looking for a Collections Specialist / Debt Recovery Specialist to join its team in Pakistan. This is a remote position where you communicate with customers, negotiate sustainable repayment solutions and ensure compliance with internal standards and applicable regulations.

Key responsibilities

• Manage chat conversations about payments, account status, verification and technical issues.
• Proactively help users resolve complex problems and anticipate their needs.
• Give clear, accurate information on financial products, fees, limits and transaction status.
• Log every interaction accurately in the CRM and ticketing systems with detailed case notes.
• Meet individual KPIs on quality, first response time, resolution rate and CSAT.
• Escalate complex, sensitive cases to the relevant teams.

Required profile

• More than 1 year of experience in Chat or Ticket support; Fintech, banking or financial services experience is a strong plus.
• Fluency in English and Urdu, with excellent spoken and written communication.
• Able to balance firmness with empathy and de-escalate difficult conversations.
• Reliable high-speed internet connection (mandatory).

Required skills

• Experience with CRM platforms and automated dialing systems.

What we offer

• International exposure and the chance to expand your professional horizons.
• A collaborative team of like-minded professionals.
• The opportunity to contribute to improving cities' infrastructure.