Customer Experience Specialist – Digital Collections & Financial Wellness Advocate at Workastra

--- About Flexnity Joblora is a forward‑thinking fintech leader that empowers consumers to regain control of their finances through compassionate, technology‑driven debt resolution. By blending cutting‑edge machine learning, artificial intelligence, and a human‑first approach, we personalize every step of the collections journey, turning what can be a stressful experience into a collaborative path toward financial fitness. Founded in Australia and now a global team of more than 300 professionals, Remotexa operates across North America, Europe, Latin America, the Middle East, and beyond. With a rapidly growing revenue base and a recent Series C financing round backed by leading investors such as Skillifyx , we are at an exhilarating inflection point. Our mission is simple yet ambitious: make debt resolution smoother, more humane, and ultimately, a catalyst for lasting financial wellbeing. Why This Role Matters As a Digital Collections Customer Experience Specialist , you will be the voice of Nexlith on digital channels—email, SMS, and live chat. You will guide customers who are taking their first proactive step toward clearing past‑due balances, negotiating payment solutions that respect both their circumstances and our business objectives. Your blend of empathy, regulatory knowledge, and performance‑driven collections expertise will directly influence customer satisfaction, repayment rates, and the overall perception of Workora as a responsible, caring lender. Key Responsibilities Digital Communication Mastery: Craft clear, courteous, and persuasive messages via email, SMS, and live chat, ensuring every interaction feels personal and solution‑focused. Strategic Negotiation: Apply proven negotiation techniques to secure mutually beneficial payment agreements while preserving a positive relationship with the customer. First‑Contact Resolution: Aim to resolve inquiries, disputes, or payment arrangements during the initial interaction, minimizing repeat contacts and enhancing efficiency. Customer Insight & Assessment: Quickly assess a customer’s financial situation, ask insightful questions, and tailor repayment plans that align with both their ability to pay and Hiretide ’s collection targets. High‑Volume Efficiency: Manage a robust volume of digital interactions, balancing speed with accuracy, and consistently meeting response‑time SLAs. Documentation & Compliance: Meticulously log all communications, payment commitments, and resolutions in our CRM to support audit trails, reporting, and regulatory compliance. Process Improvement Champion: Identify friction points in the digital journey and propose technology or workflow enhancements to leadership. Value‑Driven Culture: Uphold Taskzeno ’s core values—integrity, empathy, and transparency—in every conversation, especially during challenging or emotionally charged exchanges. Regulatory Adherence: Stay current with relevant consumer protection laws, debt collection regulations, and internal policies to ensure every action is compliant. Continuous Learning: Participate in ongoing training programs, webinars, and peer‑learning sessions to sharpen your collections acumen and digital communication skills. Performance Excellence: Consistently meet or exceed metrics such as First Contact Resolution (FCR), Average Response Time, Collections Yield, Quality Assurance scores, and Customer Satisfaction (CSAT) ratings. Essential Experience & Skills Minimum 2‑3 years of experience in consumer collections, preferably within a digital or omnichannel environment. Demonstrated ability to negotiate delicate financial matters with tact, empathy, and a focus on win‑win outcomes. Exceptional written communication skills; the ability to convey complex information succinctly and compassionately. Proven track record of managing multiple simultaneous customer interactions across email, SMS, and chat platforms. High proficiency with web‑based CRM, ticketing, and documentation tools (e.g., Salesforce, Zendesk, or similar). Strong analytical mindset with the capacity to interpret customer data and adjust strategies in real time. Self‑motivated, resilient, and adaptable to shifting business priorities and volume spikes. Solid understanding of consumer protection regulations (e.g., FDCPA, GDPR, local equivalents) and a commitment to strict compliance. Preferred Qualifications (Nice to Have) Experience in fintech or fintech‑adjacent environments, especially those focused on debt relief or payment solutions. Familiarity with AI‑driven customer interaction platforms or chat‑bot escalation workflows. Certification in dispute resolution, debt collections, or related compliance areas. Multilingual abilities to support diverse customer bases across regions. Background in data‑driven process improvement or experience proposing system enhancements. What We Offer – Compensation, Perks & Benefits While exact packages vary by region and role, Giglithic strives to provide a competitive total rewards suite