Recoveries Advocate

2 weeks ago

Manila, National Capital Region, Philippines Tala Full time
About Tala
At Tala, we're applying advanced technology and human creativity to solve what legacy institutions can't or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today's financial infrastructure doesn't work for most of the world's population.

Our pioneering work and proven impact have earned us consistent recognition, including being named to:
CNBC's Disruptor 50 for five years. CNBC's World's Top Fintech Companies for two consecutive years. Forbes' Fintech 50 list for nine consecutive years.
Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.
Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we'd love to hear from you
About the Role
We are establishing a temporary "sandbox" unit to support the beta phase of the Installments rollout for the Philippines and resolve legacy "Expanded Access" assets. This project team will be responsible for testing undefined workflows, validating new collection protocols, and managing a finite inventory of specific accounts. As a Project-based Recoveries Advocate, you will be instrumental in helping the organization learn and adapt before these features are rolled out to the wider business.
Project Terms
This is a fixed-term project employment for a period of six (6) months, commencing on December 24, 2025, and ending on June 24, 2026.
The employment is strictly tied to the "Installments Beta" Recoveries undertaking. What You'll Do
  • Pilot new collection scripts and multi-call workflows specifically designed for the beta phase of the Installments rollout, ensuring strict adherence to experimental protocols.
  • Work directly with customers to resolve issues affecting repayments, specifically for "Expanded Access" and "Installments" accounts.
  • Actively provide feedback and ideas on the efficiency of the new customer service processes, scripts, and tools to help refine the "Collection Protocol" for future teams.
  • Efficiently and promptly resolve customer concerns by clarifying the issue, determining the cause, explaining the best solution, and following up to ensure resolution.
  • Build good standing relationships with customers, even during difficult financial conversations, by following communication procedures and guidelines.
  • Strictly adhere to call quality and performance standards set specifically for this project.
  • Escalate complex customer complaints or system issues to the Team Lead to ensure timely resolution.
  • Reliably fulfill duties during scheduled shifts to ensure the project gathers sufficient data for capacity modeling.
What You'll Need
  • Fast at learning new systems and processes; comfortable working in a "pilot" environment where workflows may change based on testing data.
  • Ability to communicate clearly and professionally, both verbally and in writing, with high sensitivity to the specific risk profiles of the assigned customer cohorts.
  • Quality typing skills and the ability to navigate modern web-based tools and CRM platforms efficiently.
  • Strong decision-making and conflict resolution skills, with the ability to handle customer complaints under pressure.
  • Good work ethic and a team player mindset, willing to collaborate on refining new processes.
  • Willingness to work a flexible schedule as required by the project's seasonality and demand spikes.
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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