Role Purpose
To conduct outbound and inbound collection calls for the bank’s loan customers, ensuring timely payment follow ups, resolution, and customer engagement while strictly adhering to RBI guidelines, bank SOPs, and Fair Practices Code.
Key Responsibilities
• Make outbound calls to customers for payment reminders and overdue follow ups
• Handle inbound customer calls related to dues, repayment, and queries
• Explain overdue status, charges, and payment options clearly to customers
• Negotiate and secure commitments to pay (PTPs) within approved limits
• Update call outcomes, PTPs, and customer interactions accurately in systems
• Escalate disputes, complaints, or sensitive cases to Team Leader
• Follow approved calling scripts, timings, and conduct standards
• Maintain high quality, compliance, and customer experience on calls
• Support field or agency teams through coordination when required
Key Skills
• Valuable communication and negotiation skills
• Customer centric and calm approach
• Basic computer and CRM system knowledge
• Ability to work with targets and call volumes