About this role
## 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.
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## 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.
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## 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.
Vendor & Operations Management
- Coordinate with third-party collection vendors to ensure campaigns run on schedule and processes are followed.
- Monitor vendor data hygiene and identify issues such as stale “stop calling” flags, incorrect contact lists, or delayed status updates.
- Reconcile vendor reports with internal data, chase discrepancies, and ensure timely resolution.
- Own day-to-day operational hygiene and proactively escalate blockers or recurring issues.
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.
- Support experiments such as copy refreshes, alternate-number targeting, and cohort-based tone or channel testing.
- Bring real borrower feedback into product and process improvements.
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Who you are
- 2–4 years of experience in Fintech, NBFC, Insurance sales/collections, customer operations, or a similar customer-facing environment.
- 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.
- Able to write clear WhatsApp, SMS, and email nudges that drive responses.
- Process-minded: you follow SOPs and escalation matrices carefully, but also flag when a process is not working.
- Comfortable managing third-party vendors and holding them accountable for execution and data quality.
- Strong attention to detail and ownership of operational accuracy.
- Data-oriented and curious about understanding the “why” behind borrower behaviour.
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## 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.