Responsible for contacting customers with overdue accounts, negotiating repayment, and recovering outstanding dues while maintaining customer relationships and adhering to RBI/FEMA & company compliance guidelines.
Key Responsibilities
Portfolio Management: Handle assigned bucket X-day to 90+ DPD accounts for retail/credit card/personal loan/auto loan products
Customer Contact: Reach out to delinquent customers via phone.
Negotiation & Recovery: Negotiate payment plans, settlements within approved authority matrix, and drive recoveries to meet monthly targets
Skip Tracing: Locate and contact customers who are untraceable using field verification and reference checks
Documentation: Update disposition codes, PTP dates, customer feedback in CRM/collector app daily. Issue receipts and maintain collection records
Compliance: Follow Fair Practice Code, RBI recovery guidelines. No harassment, no calls outside 8 AM–7 PM. Maintain professionalism on all calls/visits
Coordination:
Work with legal, field agencies, and repo teams for hard bucket accounts. Initiate legal notice process where required
Reporting: Submit daily collection reports, cash deposit slips, and weekly performance updates to Team Lead
Key Requirements
Education: Graduate in any discipline; 12th + relevant exp also considered
Experience: 06 months –1 years in collections, telecalling, BFSI sales, or recovery. Freshers with valuable communication may apply
Skills: Solid negotiation & persuasion, fluency in Hindi + local language, basic English. MS Excel & CRM knowledge preferred
KPIs
Resolution Rate: % of accounts resolved vs assigned
Collection Efficiency: Amount collected vs target
PTP Conversion: Keep/Follow-up % on Promise-to-Pay
Compliance Score: Zero complaints/audit observations
Pay: From ₹15,000.00 per month
Advantages
Leave encashment
Paid sick time
Provident Fund