Associate - Collections & Operations

Role overview

Associate - Collections & Operations at GoKwik

Employment details

• Location: Gurugram [India]

About the employer

• 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.