Recovery Operations Specialist
About Aspora
People on the move deserve a bank that moves with them. Since 2022, Aspora has been building a borderless financial operating system that makes money as mobile and transparent as its users.
Backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator & Global Founders Capital. We're a team of 150+ across India, the UK, the UAE, EU and the US, working with extreme ownership, radical candour, and an obsession with customer impact.
We celebrate builders who question assumptions, ship fast, and turn regulatory complexity into elegant solutions. If you’re driven to redefine what global banking can be, we’d love to build the future with you.
About The Role
We are looking for a Recovery Operations Specialist to join Aspora's Remittances Operations team.
This role will own recovery and resolution cases across the remittance lifecycle. These may include failed or reversed pay-ins, chargebacks, returned debits, customer negative balances, duplicate or incorrect payouts, cancellations after payout, customer disputes, fraud-linked recovery cases, partner exceptions, operational overpayments, reconciliation breaks, and other cases where funds need to be recovered or resolved.
This is not a traditional collections role. We are looking for someone who can manage sensitive recovery cases with discipline, empathy, documentation, and strict adherence to compliance guardrails. The goal is to recover funds where appropriate while protecting customer trust, regulatory expectations, and Aspora's brand.
You will work closely with Operations, Risk, Compliance, Customer Support, Finance, Product, and external partners to drive cases from identification through customer communication, resolution, escalation, and closure.
This role reports to the Head of Ops and can grow into a Recovery Ops Lead role as Aspora scales.
Location-Bangalore
What You'll Own
- Own end-to-end recovery workflows for remittance-related cases, including failed payments, reversals, chargebacks, returned debits, negative balances, disputes, duplicate payouts, overpayments, reconciliation breaks, and partner exceptions.
- Contact customers through approved channels, including phone, email, WhatsApp, in-app communication, and support workflows, strictly within approved compliance and conduct guardrails.
- Investigate recovery cases by reviewing transaction history, payment status, customer context, partner updates, internal notes, and relevant operational evidence.
- Coordinate with Risk, Compliance, Support, Finance, Product, and payment partners to determine the right recovery path, escalation route, documentation, and closure decision.
- Manage the full recovery lifecycle, from case identification and customer outreach to payment follow-up, dispute resolution, escalation, write-off recommendation, agency or legal handoff where approved, and final closure.
- Build clean recovery documentation, case notes, trackers, SOPs, and escalation paths so recovery decisions are auditable, repeatable, and easy for the team to operate.
What We Need
- 2+ years of experience in fintech collections, banking or NBFC recoveries, payments operations, financial operations, or a similar regulated customer-facing operations role.
- Strong understanding of recovery or collections workflows, ideally involving failed payments, overdue balances, chargebacks, disputes, negative balances, repayment follow-up, or payment exceptions.
- Excellent customer communication skills, with the ability to be firm, clear, empathetic, and compliant in sensitive financial conversations.
- Strong operational judgment: you can distinguish between customer error, partner failure, fraud risk, genuine hardship, dispute, and operational exception.
- High attention to detail, with strong documentation habits and comfort managing multiple open cases through structured follow-up.
- Ability to work cross-functionally with Ops, Risk, Compliance, Support, Finance, Product, and external partners to drive cases to resolution.
Who You Are
- You are disciplined and process-oriented, but you understand that recovery work requires judgment, not just scripts.
- You are customer-aware and know how to recover money without damaging trust or escalating unnecessarily.
- You are comfortable with difficult conversations and can stay calm, professional, and compliant under pressure.
- You care about evidence, documentation, auditability, and clean case closure.
- You are persistent, but not aggressive.
- You want to help build a recovery function from the ground up and grow into broader recovery operations leadership.
This Role Is Not For Someone Who
- Uses pressure tactics, vague threats, or non-compliant collections behavior.
- Thinks recovery is only about repeated calling.
- Cannot document cases clearly or follow approved escalation paths.
- Is uncomfortable handling disputes, edge cases, or sensitive customer situations.
- Ignores compliance, customer trust, or brand risk in pursuit of short-term recovery.
Why Join Aspora?
- Build the recovery operations foundation for a high-growth global remittance business.
- Work on complex, real-world cross-border payment cases across customers, partners, and geographies.
- Help Aspora protect customer trust while reducing operational and financial losses.
- Grow into a Recovery Ops Lead role as the function scales.
- Work closely with senior operators across Ops, Risk, Compliance, Support, Finance, Product, and Remittances.
- Competitive compensation and meaningful ownership through ESOPs.