To manage a portfolio of delinquent accounts by initiating outbound calls to customers, negotiating repayment plans, and ensuring the timely recovery of outstanding dues in compliance with institutional policies and regulatory guidelines.
Key Responsibilities
- Outbound Outreach: Make high-volume outbound calls to customers with overdue payments (ranging from early-stage to write-off accounts).
- Negotiation & Settlement: Persuade customers to explicit dues, negotiate feasible repayment schedules, or offer approved settlement options based on their financial situation.
- Documentation: Maintain meticulous records of every interaction, payment commitment, and dispute in the CRM/Collection Management System.
- Skip Tracing: Use available tools and database information to locate customers who are unreachable or have changed contact details.
- Dispute Resolution: Identify and escalate valid customer grievances or billing discrepancies to the relevant internal departments for quick resolution.
- Target Achievement: Meet or exceed monthly recovery targets and "Promise to Pay" (PTP) conversion ratios.
Skills & Qualifications
- Education: Graduate or Higher Secondary (12th Pass). IIBF Certification is a significant advantage (and mandatory for certain recovery roles under 2026 guidelines).
- Experience: 0–3 years in tele-calling, collections, or customer service.
- Communication: Fluent in the regional language and Hindi; basic English is often required for data entry and system navigation.
- Soft Skills: Strong negotiation, active listening, and the ability to remain calm and professional during stressful or confrontational interactions.
- Technical Literacy: Proficiency in Microsoft Excel and experience using CRM or dialer software.