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:
Positive 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