About the Job
Key responsibilities:A. Debt recovery & collection efficiency:
1. Achieve assigned monthly/quarterly collection targets (amount recovered, number of accounts closed).
2. Maintain recovery rate as per company benchmark.
3. Ensure timely follow-up on overdue accounts via phone calls, SMS, and emails.
4. Maximize collection through negotiation and settlement with customers.
B. Customer communication & handling:
1. Communicate professionally and maintain positive customer relations while collecting overdue payments.
2. Ensure accurate information is provided regarding outstanding dues, penalties, and settlement options.
3. Handle customer queries, objections, and disputes effectively.
C. Compliance & documentation:
1. Adhere to company policies, legal, and regulatory guidelines (RBI, DRA, or NBFC norms if applicable).
2. Maintain accurate call records, payment commitments, and follow-up details in the CRM system.
3. Ensure confidentiality of customer information.
D. Call productivity & efficiency:
1. Maintain the required daily call volume and contact rate.
2. Ensure effective talk time and conversion ratio.
3. Regularly update and track payment promises vs. realizations.
E. Coordination & reporting:
1. Coordinate with field collection teams, supervisors, and clients for updates on payments.
2. Submit daily/weekly reports on collections, follow-ups, and customer feedback.
3. Identify and escalate high-risk or non-cooperative customers to seniors.
F. Continuous improvement:
1. Participate in training and refresher programs on soft skills, negotiation, and compliance.
2. Provide feedback on customer trends and challenges to improve strategies.
3. Strive for self-improvement in recovery skills and customer communication.
Number of Openings
20 openingsSkills
Finance, Computer skills, Banking, Sales, Effective Communication, Customer Support, Bank Reconciliation, Collections, Customer Acquisition
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