Job Description
- Make outbound calls to customers regarding overdue EMIs and pending payments.
- Follow up with customers for timely repayment and PTP (Promise to Pay) commitments.
- Handle customer objections and negotiate suitable repayment solutions.
- Explain outstanding dues, payment schedules, and available repayment options.
- Follow up on broken PTPs and bounced EMI cases.
- Maintain accurate customer interaction and payment records in the CRM/Dialer.
- Achieve assigned daily, weekly, and monthly collection targets.
- Coordinate with field collection and backend teams wherever required.
- Handle customer queries and payment-related concerns professionally.
- Escalate critical or high-risk accounts to the concerned senior or team leader.
- Ensure all collection activities are conducted professionally and in accordance with company policies and applicable regulatory guidelines.
Key Responsibilities
- EMI Collection: Follow up with customers for overdue EMIs and pending payments.
- PTP Management: Track and follow up on Promise to Pay commitments.
- Broken PTP Follow-up: Contact customers whose committed payments have not been received.
- Customer Handling: Address objections, explain dues, and provide repayment options.
- CRM Management: Maintain accurate call, payment, and customer records.
- Target Achievement: Meet assigned collection and recovery targets.
- Team Coordination: Coordinate with field collection and backend teams for account resolution.
- Risk Escalation: Escalate critical and high-risk accounts to senior team members.
- Compliance: Follow company policies and applicable regulatory guidelines during all collection activities.