Job Description

Job Description

Position: Collection Executive
Company: Arthmate
Department: Collections & Recoveries
Reporting To: Team Leader – Collections

Location: Gurugram

Role Summary

The Collection Executive is responsible for recovering overdue payments from assigned customers through telephonic and digital communication channels while maintaining a professional and customer-centric approach. The role requires adherence to RBI guidelines, company policies, and ethical recovery practices to minimize portfolio delinquency and improve collection efficiency.

Key Responsibilities

Collection & Recovery

- Achieve daily, weekly, and monthly collection targets assigned by the Team Leader.
- Contact customers through calls, Whats App, SMS, emails, and other approved digital communication channels for overdue payment recovery.
- Follow up on payment commitments (PTPs) and ensure timely realization.
- Resolve customer queries related to outstanding dues, repayment schedules, and payment options.
- Encourage customers to make timely repayments using digital payment channels.
- Build positive customer relationships while maintaining collection effectiveness.

Portfolio Management

- Manage the assigned customer portfolio efficiently.
- Prioritize accounts based on delinquency buckets and collection strategy.
- Ensure regular follow-ups to prevent accounts from progressing into higher DPD buckets.
- Maintain accurate records of customer interactions, payment commitments, and recovery updates within the collection management system.

Compliance & Customer Experience

- Adhere strictly to the RBI Fair Practices Code, Digital Lending Guidelines, and company policies.
- Ensure respectful, ethical,



and professional interaction with customers at all times.
- Maintain complete confidentiality of customer information.
- Immediately escalate customer grievances, disputes, fraud indicators, or vulnerable customer cases to the Team Leader.

Documentation & Reporting

- Update collection status, payment commitments, and customer feedback in the CRM/collection platform on a real-time basis.
- Submit daily productivity and collection reports to the Team Leader.
- Maintain accurate documentation of customer interactions for audit and compliance purposes.

Team Collaboration

- Work closely with the Team Leader to achieve portfolio collection objectives.
- Coordinate with Customer Support, Operations, and Risk teams for timely issue resolution.
- Participate in training sessions, coaching programs, and team performance reviews.

Key Performance Indicators (KPIs)

- Collection Target Achievement
- Collection Efficiency (%)
- Promise-to-Pay (PTP) Conversion
- Recovery Amount
- Customer Contact Rate
- Roll Forward Prevention
- Daily Productivity
- Quality & Compliance Score
- Customer Complaint Ratio
- Attendance & Process Adherence

Required Qualifications

- Graduate in any discipline (12th Pass may be considered for candidates with relevant tele-collections experience).




- 1–3 years of experience in tele-collections, customer service, collections, or recoveries.
- Experience in an NBFC, fintech, banking, or digital lending environment will be preferred.

Required Skills

- Excellent verbal communication and active listening skills.
- Strong negotiation and objection-handling abilities.
- Ability to handle difficult customer conversations professionally and empathetically.
- Basic knowledge of MS Excel, CRM platforms, and collection management systems.
- Ability to work in a target-driven workplace.
- Strong ownership, accountability, and problem-solving skills.
- Ability to manage multiple customer interactions efficiently.

Behavioural Competencies

Customer First: Treat every customer with empathy, professionalism, and respect.
Ownership: Take responsibility for assigned portfolios and consistently achieve collection objectives.
Execute with Discipline: Follow defined collection processes, compliance standards, and daily productivity expectations.
Integrity: Conduct every customer interaction honestly, ethically, and in accordance with RBI guidelines and company policies.

Teamwork: Collaborate effectively with the Team Leader and cross-functional teams to improve collection outcomes.

What Success Looks Like

Consistently achieves assigned collection and recovery targets.

Maintains high-quality and compliance scores.

Demonstrates excellent customer handling and negotiation skills.

Provides accurate and timely reporting.

Contributes to improving portfolio performance while delivering a positive customer experience.

Budget - ₹20000 - ₹40000/ Month

📌 Collections Executive (Gurugram)
🏢 Arthmate
📍 Gurugram