Role Overview:
Responsible for contacting customers with overdue credit card payments, negotiating repayment plans, and ensuring collections are made in compliance with RBI guidelines and DRA regulations.
Key Responsibilities:
- Make outbound calls to customers for overdue credit card payments.
- Explain outstanding dues, penalties, and payment options.
- Negotiate and convince customers to make timely payments.
- Follow collection processes as per RBI and company guidelines.
- Maintain accurate records of customer interactions and payment commitments.
- Handle customer queries and disputes professionally.
- Achieve monthly collection targets and productivity goals.
- Coordinate with field collection teams when required.
- Ensure compliance with DRA certification standards and ethical collection practices.
Required Skills:
- Good communication and negotiation skills.
- Ability to handle difficult customers professionally.
- Basic computer knowledge and data entry skills.
- Target-oriented and result-driven approach.
- Knowledge of credit card collection processes.
Qualifications:
- Minimum 12th Pass / Graduate preferred.
- DRA (Debt Recovery Agent) Certification mandatory.
- Experience in tele-calling, collections, or BPO is an advantage.
Key Performance Indicators (KPIs):
- Collection Amount Achieved
- Promise-to-Pay (PTP) Conversion
- Right Party Contact (RPC)
- Productivity (Calls per Day)
- Quality & Compliance Score
Career Growth: Tele Caller → Senior Collector → Team Leader → Assistant Manager → Collection Manager.