Reporting To: Team Leader / Assistant Manager – Collections
Job SummaryThe Collection Executive is responsible for recovering overdue payments from customers while maintaining a professional and customer-centric approach. The role involves negotiating payment arrangements, updating collection records, and ensuring compliance with company policies and applicable regulatory guidelines.
- Key ResponsibilitiesContact customers regarding overdue payments through calls and other approved communication channels.
- Explain outstanding dues and encourage timely payment.
- Negotiate suitable repayment plans within company guidelines.
- Update customer interaction details accurately in the CRM/system.
- Follow up with customers as per the assigned collection strategy.
- Escalate unresolved or high-risk accounts to the Team Leader.
- Achieve assigned collection targets and productivity metrics.
- Ensure all customer interactions are courteous, professional, and compliant with company policies.
- Maintain confidentiality of customer information.
- Required SkillsGood verbal communication skills in English, Hindi, and/or regional language.
- Strong negotiation and convincing skills.
- Basic computer knowledge (MS Excel, CRM, and data entry).
- Ability to work under pressure and meet targets.
- Positive problem-solving and interpersonal skills.
- QualificationHSC / Graduate in any discipline.
- Freshers or candidates with 0–2 years of experience in collections, customer service, or telecalling are preferred.
- Preferred ExperienceExperience in BPO, BFSI, Collections, Recovery, or Customer Support will be an added advantage.
- Key Performance Indicators (KPIs)Collection target achievement.
- Promise-to-Pay (PTP) conversion.
- Call quality and productivity.
- Follow-up adherence.
- Customer satisfaction and compliance.
- Working ConditionsRotational shifts (as per business requirements).
- Six-day working week (as applicable).
- Work from Office.