- Handle inbound and outbound collection calls for overdue Personal Loan and Business Loan accounts
- Follow up with customers regarding pending EMI payments and ensure timely collections
- Negotiate repayment plans and resolve payment-related concerns professionally
- Maintain accurate records of customer interactions, payment commitments, and follow-ups in CRM systems
- Coordinate with field collection teams and backend operations for effective account resolution
- Ensure compliance with collection processes, company policies, and quality standards
- Address customer queries, escalations, and disputes with empathy and professionalism