The Role

At Refyne, we are seeking a dedicated Collection Executive to manage and optimize the collections process for our Earned Wage Access (EWA) platform. As a Collection Executive, you will be responsible for ensuring timely collection of dues from users, maintaining positive relationships with customers, and working with internal teams to resolve any payment-related issues. You will play a key role in improving the overall collections process and contributing to the financial health of the company.

What we’re looking for

• Strong communication skills with the ability to engage with customers professionally and empathetically.
• A results-driven approach to collections, with a keen eye for resolving disputes and ensuring timely payments.
• Problem-solving skills to address any issues or concerns raised by customers regarding payments.
• Experience working with collection systems, CRM tools, and managing customer data.
• Detail-oriented and capable of managing multiple accounts simultaneously.
• Self-motivated, target-oriented, and able to work independently while contributing to a team
• Ability to maintain customer relationships while ensuring that collections goals are met
• Proficiency in MS Excel and basic data entry and reporting.

What you’ll do

• Ensure timely collections of outstanding dues from users of Refyne's platform, maintaining a clear record of payments and balances.
• Contact users through calls, emails, and other communication channels to remind them of upcoming or overdue payments.
• Follow up on overdue payments, negotiating with users where necessary to resolve payment issues.
• Address and resolve any disputes or issues raised by users regarding their payment dues.
• Collaborate with internal teams (such as Customer Support and Operations) to ensure prompt resolution of payment-related concerns.
• Track user accounts to ensure that payments are made in accordance with agreed timelines and escalate issues when necessary.
• Generate reports on overdue payments and follow up with users to ensure timely payment.
• Maintain a professional and positive relationship with users, ensuring a customer-first approach while managing collections.
• Handle sensitive customer information with confidentiality and professionalism.
• Maintain accurate and up-to-date records of collections activities in the company’s CRM and other relevant systems.
• Prepare periodic reports on collection performance, highlighting key metrics and identifying areas for improvement.
• Identify opportunities to improve the collections process and suggest ways to increase efficiency and user satisfaction.
• Work closely with the management team to refine strategies for achieving collections goals.

Background and Experience:

• 1-3 years of experience in collections, debt recovery, or accounts receivable (preferably in a fast-paced environment).
• Experience working with collection tools, CRM systems, or debt management software is a plus.
• Bachelor’s degree in any discipline (preferred, but not mandatory).
• Strong communication and interpersonal skills with the ability to handle sensitive situations and negotiate effectively.
• Can speak Hindi, English fluently.
• Ability to manage time efficiently and work independently while meeting targets.
• Basic understanding of financial processes and payment systems.
• Proficient in MS Excel for data tracking and reporting.