AVP Creditor Relation

Gurugram, Sector 62 | Full time | Creditor Relation | Experience: 12–15 Years | Reports to: Head Creditor Relation

About FREED

FREED is India's first comprehensive debt relief platform, built on the belief that financial freedom is a right, not a privilege. Since 2020, we have helped thousands of individuals take control of their financial lives, with 1,500 Crore+ in debt enrolled, 30,000+ customers served, and 10,000+ accounts resolved.

Founded by Ritesh Srivastava and backed by leading investors, FREED is a fast-growing, purpose-driven fintech organisation on a mission that matters.

About the Role

We are looking for an experienced AVP – Creditor Relations to lead the customer-facing function responsible for building strong, trusted, and long-term relationships with customers. The role will focus on customer engagement, retention, grievance resolution, and payment adherence.

The ideal candidate must have strong experience in collections and customer relationship management, with the ability to manage sensitive customer conversations and lead high-performing teams.

What You'll Do

- Lead the overall strategy and operations of the Creditor Relations function.
- Build and strengthen long-term customer relationships through effective engagement and communication.
- Develop strategies to improve customer satisfaction, retention, engagement, and payment adherence.
- Leverage collections expertise to understand customer behaviour and improve customer engagement and outcomes.




- Lead the management and resolution of customer escalations, complaints, and grievances.
- Identify customer concerns and behavioural trends to drive process and experience improvements.
- Define team KRAs, KPIs, performance standards, and capability-building initiatives.
- Lead, mentor, and develop a high-performing customer-facing team.
- Work closely with Operations, Collections, Product, Finance, Compliance, and other teams to improve customer outcomes.
- Track and improve key metrics including customer engagement, retention, satisfaction, escalations, resolution time, and collections-related outcomes.

What We're Looking For

- 12–15 years of experience in Collections, Customer Relations, Customer Success, Customer Experience, or related functions.
- Mandatory experience in collections or collections-led customer operations.
- Strong experience in managing customer-facing teams and customer escalations.
- Excellent communication, negotiation, stakeholder management, and people leadership skills.
- Experience in fintech, financial services, banking, lending, or debt management will be preferred.

Why FREED?

Join India's first debt relief platform and lead a function that directly impacts the lives of individuals working towards financial freedom. At FREED, you'll have the opportunity to build, scale, and shape Customer Success in a fast-growing, purpose-driven fintech organization.

Apply Now

Share your resume at [email protected]. We review every application and will reach out to shortlisted candidates.

📌 AVP Creditor Relation (Haryana)
🏢 Freed India
📍 Haryana