As a Debt Recovery Agent, you will play a crucial role in maintaining the company’s financial health by reducing outstanding dues and improving cash flow. This role requires excellent communication skills, persistence, and the ability to handle challenging conversations with confidence and tact.
Key Responsibilities:
- Make high-volume outbound calls to customers to follow up on overdue payments and pending dues.
- Handle inbound calls from customers regarding their outstanding balances, payment plans, or disputes.
- Clearly explain payment terms, due amounts, and consequences of non-payment in a professional manner.
- Negotiate and set up feasible repayment plans aligned with company policies.
- Maintain accurate records of all interactions, commitments, and follow-ups in the system.
- Meet daily, weekly, and monthly collection targets and call KPIs.
- Identify reasons for payment delays and provide suitable solutions or escalate when required.
- Ensure compliance with legal and regulatory guidelines during all customer interactions.
- Build and maintain positive relationships with customers while ensuring effective recovery.
Required Skills:
- Robust Calling Skills: Proven experience in handling high-volume calls with confidence and clarity.
- Excellent Communication: Ability to speak clearly, listen actively, and respond appropriately to customer concerns.
- Negotiation Skills: Capability to persuade customers and close payment commitments effectively.
- Customer Handling: Skilled in managing difficult or irate customers while maintaining professionalism.
- Time Management: Ability to prioritize tasks and manage call volumes efficiently.
- Basic Computer Knowledge: Familiarity with CRM tools, dialers, and MS Office.
- Problem-Solving: Ability to assess situations quickly and offer practical solutions.
Preferred Qualifications:
- 1–4 years of experience in debt recovery, collections, telecalling, or customer service roles.
- Experience in BFSI, fintech, or lending organizations will be an added advantage.
- Fluency in English and at least one regional language is preferred.
Behavioral Competencies:
- Target-oriented and self-motivated
- Strong interpersonal skills
- Resilient and able to handle pressure
- Ethical and compliant in approach