Associate - Collections & Operations

About GoKwik GoKwik is building the growth operating system for D2C and eCommerce brands, helping businesses optimise checkout, reduce RTO, enable payments, drive retention, and strengthen post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the platform combines technology, data, and AI to help brands grow faster and operate better. Why this role exists Afford is GoKwik’s Pay-in-Parts product, enabling shoppers to split their purchases into installments at checkout. As the product scales, keeping the book healthy requires a sharp and dependable operations layer that can drive recoveries, hold third-party vendors accountable, maintain strong data hygiene, and turn borrower-level signals into actionable product feedback. We’re looking for someone who can own the day-to-day collections and operations engine while bringing the discipline to spot patterns, challenge broken processes, and work closely with Risk and Product to improve the overall borrower journey. What you’ll do Collections & Recovery • Call borrowers with overdue installments across the delinquency lifecycle, following defined escalation scripts and tone guidelines. • Manage WhatsApp, SMS, and email collections campaigns, track responses, follow up with non-responders, and accurately log outcomes. • Maintain detailed call, payment-promise, and recovery records across collections trackers and dashboards. • Work towards improving connect rates and promise-to-pay conversion across assigned cohorts Insights & Feedback • Track borrower behaviour across cohorts, channels, payment responses, and communication approaches. • Identify where scripts, channels, or processes are not working and bring data-backed insights to the Risk and Product teams. • Work with Risk and Product to improve communication templates, escalation timing, and campaign strategy. • Bring real borrower feedback into product and process improvements. Who you are • 2–4 years of experience in Fintech, NBFC, Insurance sales/collections, customer operations, or a similar customer-facing environment. • Professional proficiency in Hindi and English, along with the ability to converse in any two to three South Indian regional languages (Tamil, Telugu, Kannada, or Malayalam). • Comfortable with Excel, including pivot tables, VLOOKUP/XLOOKUP, and basic formulas. You should be able to take a raw data dump and independently slice and analyse it. • Strong verbal and written communication skills, with the ability to have calm, professional, and firm conversations with borrowers. • Process-minded: you follow SOPs and escalation matrices carefully, but also flag when a process is not working. • Data-oriented and curious about understanding the “why” behind borrower behaviour. • Why GoKwik You’ll sit close to both the borrower experience and the product roadmap. This is a rare opportunity to work beyond traditional collections: your day-to-day recovery conversations, operational observations, and borrower insights will directly influence what the Risk and Product teams build next. Department: Merchant Success Experience: 2 - 4 Years