WE ARE HIRING: Collections Representative US Collections (Inbound / Outbound Contact Center)

Transform Conversations into Solutions. Build Relationships. Drive Results.

Are you a customer-focused professional with expertise in the US Collections Process and a passion for helping customers find financial solutions? Do you thrive in a fast-paced contact center environment where communication, negotiation, and problem-solving skills make a real impact?

We are looking for a highly motivated Collections Representative to join our growing team. This is an excellent opportunity to leverage your collections expertise, customer service excellence, and communication skills while building a rewarding career in the financial services industry.

Position Details

Position: Collections Representative US Debt Collections (Inbound / Outbound Contact Center)

Work Mode: Work from Office 5 Days a Week

Shift: Night Shift

Employment Type: Full-Time

Operating Hours: 24x7 Operations (Rotational Shifts)

365 Days Support Environment

Why Join Us?

At our organization, we believe in empowering our employees to succeed through:

- Career advancement opportunities
- High-performance culture
- Professional development and continuous learning
- Supportive and inclusive work environment
- Exposure to global financial services operations
- Recognition of performance and achievements

If you are looking for a career where your communication skills and collections expertise are truly valued, we want to hear from you!

Key Responsibilities

As a Collections Representative, you will be responsible for managing customer interactions while delivering excellent service and achieving collections objectives.

Core Responsibilities

Manage high volumes of inbound and outbound customer calls.

Understand customers' financial situations through effective probing and Financial Fact Finding Questionnaires (FFQs).

Recommend suitable payment plans and collection solutions based on customer affordability and circumstances.

Maintain a thorough understanding of delinquency levels, collection strategies, and account aging buckets.

Resolve customer inquiries, requests, and complaints professionally and efficiently.

Build strong customer relationships through empathy, professionalism, and effective communication.





Deliver exceptional customer experiences while achieving collection and service targets.

Accurately document customer interactions, commitments, transactions, complaints, and actions taken.

Process customer requests, forms, applications, and account updates.

Follow up on customer commitments and outstanding requests to ensure timely resolution.

Escalate unresolved issues or special customer requests to the appropriate departments.

Ensure compliance with all organizational policies, procedures, and regulatory requirements.

Meet productivity, quality, and performance metrics consistently.

MANDATORY REQUIREMENTS (HIGHLY IMPORTANT)

Candidates must meet ALL the following requirements:

Expertise in US Debt Collections Process

- Strong understanding of collections lifecycle, delinquency management, repayment plans, and customer negotiations.
- Experience handling US collection accounts and customer interactions.

Excellent Communication Skills

- Outstanding verbal and written communication skills.
- Ability to build rapport, influence customer decisions, and handle difficult conversations professionally.

Night Shift Availability

- Must be comfortable working in Night Shift operations.

Work from Office

- Must be willing to work from office 5 days per week.

What We're Looking For

Successful candidates will demonstrate

Strong customer service orientation

Effective negotiation and persuasion skills

Ability to handle objections professionally

Active listening and problem-solving abilities

High emotional intelligence and empathy

Strong time management and prioritization skills

Ability to multitask in a fast-paced environment

Resilience and ability to perform under pressure

Results-driven mindset

Attention to detail and accuracy

Key Skills

Collections & Financial Services

- US Debt Collections Process
- Debt Recovery
- Delinquency Management
- Collections Strategy




- Account Resolution
- Financial Hardship Assessment
- Payment Plan Negotiation
- Collections Compliance

Customer Service & Communication

- Customer Relationship Management
- Customer Service Excellence
- Conflict Resolution
- Active Listening
- Effective Communication
- Complaint Management
- Customer Retention
- Stakeholder Management

Contact Center Operations

- Inbound Calling
- Outbound Calling
- Call Handling
- Call Documentation
- Process Adherence
- Quality Compliance
- Performance Metrics Management

Professional Competencies

- Negotiation Skills
- Multitasking
- Decision Making
- Problem Solving
- Attention to Detail
- Time Management
- Adaptability
- Team Collaboration

Required Qualifications Education: Bachelor's Degree (Full time Graduate)

Experience:

Minimum 24 months of experience in:

- US Collections/US Debt Collections
- Customer Service
- International Contact Center / BPO Environment

Proven experience handling customer interactions through voice processes. Familiarity with account collections, customer negotiations, and payment arrangements.

Preferred Qualifications

- Experience in Financial Services Collections
- Experience handling international customer accounts
- Knowledge of collection regulations and compliance requirements
- Experience in UK Collections and FCA regulations (added advantage)
- Exposure to performance-driven contact center environments

Who Can Apply? This role is ideal for professionals who:

Have experience in the US Debt Collections Process

Possess outstanding communication and negotiation skills

Have experience in inbound and outbound calling environments

Can effectively handle customer objections and payment discussions

Are comfortable working Night Shifts

Can work from Office 5 Days per Week

Are looking for long-term career growth in Financial Services and Customer Operations

Ready to Build Your Next Career Success Story?

If you're a driven collections professional who excels at customer engagement, problem-solving, and delivering results, this is your opportunity to join a high-performing team and make a meaningful impact.

Apply Now and Become Part of a Winning Collections Team!

Connect. Negotiate. Resolve. Succeed.

📌 Hiring - US Debt Collections - Process Specialist Role (Pune)
🏢 Infosys BPM
📍 Pune