- Manage and supervise daily telecalling operations and team performance.
- Allocate customer accounts, calling responsibilities and collection targets.
- Monitor daily calls, follow-ups, productivity and collection efficiency.
- Ensure timely follow-up of EMI dues, overdue accounts and pending payments.
- Drive achievement of daily, weekly and monthly collection targets.
- Monitor DPD, overdue accounts and recovery performance.
- Track customer payment commitments (PTP) and ensure timely follow-ups.
- Address and resolve customer queries, complaints and service-related concerns.
- Provide accurate information regarding NCDs, including interest rates, tenure, maturity and payout procedures.
- Guide telecallers in handling loan-related and NCD-related customer enquiries.
- Handle escalated customer complaints and difficult collection cases.
- Coordinate with Branch Operations, Collections, Credit, MIS and other departments.
- Review call quality and provide training and guidance to team members.
- Ensure accurate updating of customer interactions and collection remarks in the system.
- Prepare daily,



weekly and monthly telecalling MIS and performance reports.
- Coordinate with field collection teams for cases requiring further follow-up.
- Ensure compliance with RBI guidelines, fair recovery practices and Company policies.
- Identify process improvements to enhance team productivity and customer satisfaction.

Key Skills

- Strong knowledge of NBFC telecalling and collection operations
- Team leadership and performance management
- Loan repayment follow-up and overdue collections
- Customer query resolution and complaint handling
- Knowledge of NCD products and customer servicing
- DPD management and collection efficiency
- Call quality monitoring and training
- Robust communication and negotiation skills
- Collection MIS and reporting
- MS Excel and CRM / telecalling software
- Knowledge of RBI fair recovery practices
- Problem-solving and decision-making abilities

Experience

- NBFC / Banking / Financial Services: 3–5 years (Required)
- Telecalling / Collections: 5 years (Preferred)
- Team Handling: 2 years (Preferred)

📌 Telecalling Manager (Coimbatore)
🏢 Dhanam Investment And Finance Private
📍 Coimbatore