: Collections Agent (Voice/Non-Voice) - US Telecom Collections

Role: Collections Agent (Voice/Non-Voice)

Process: US Telecom Collections (B2C)

Shift: US Shift with Rotational Shifts & Rotational Week-Offs

Work Model: Work From Office (No Hybrid Option)

Process Timing: 24x7 Operations

Eligibility Criteria

- Freshers: Graduation is mandatory.
- Experienced Candidates: HSC/12th Pass or Graduate with 12+ months of experience can apply.
- Excellent verbal and written communication skills are mandatory.

About the Role We are seeking proactive and detail-oriented Collections Agents to manage customer accounts for a leading US Telecom process through voice and chat-based interactions. The role involves maintaining healthy receivables, ensuring timely collections, reducing Days Sales Outstanding (DSO), and resolving billing-related concerns.

Candidates will collaborate closely with Billing and Finance teams to address customer disputes, reconcile payments, and ensure accurate communication aligned with billing cycles and payment terms. This is a target-driven environment, where collection goals and recovery targets are assigned to both agents and team leads.

Key Responsibilities

- Handle customer interactions through voice and chat channels with qualified communication and strong written etiquette.
- Follow up with customers for outstanding payments and overdue invoices.
- Validate and align billing information with applicable billing cycles.
- Investigate and resolve invoice disputes and payment-related queries.
- Perform payment reconciliation and update collection records accurately.
- Maintain compliance with process guidelines and documentation standards.




- Ensure timely collection efforts across assigned customer accounts.
- Coordinate with internal stakeholders to resolve billing and account discrepancies.

Essential Hiring Requirements

- Experience in B2C Collections for the US Telecom Market is preferred.
- Comfortable working in rotational shifts and rotational week-offs.
- Willingness to work from office in a 24x7 operational environment.
- Strong customer handling and negotiation skills.

Required Skills & Competencies

Communication Skills

- Excellent verbal and written communication skills.
- Strong chat etiquette and customer interaction abilities.

Analytical Skills
- Understanding of aging reports, payment terms, and DSO calculations.
- Ability to analyze account status and prioritize collection activities.

Attention to Detail
- Accurate recording and tracking of invoices, payments, and customer interactions.

CRM & System Knowledge Experience working with CRM or ERP tools such as:
- SAP
- Oracle
- Salesforce
- Freshdesk
- Telecom-specific CRM platforms

Time Management

- Ability to manage multiple accounts simultaneously.
- Effective prioritization based on aging and collection severity.

Negotiation Skills

- Ability to negotiate payment commitments professionally while maintaining positive customer relationships.
- Freshers
- Candidates with 12+ months of relevant experience in collections, customer service, telecom collections, AR collections, or voice/non-voice processes.

Ideal Candidate Profile: A customer-focused professional with strong communication, collections, negotiation, and problem-solving skills who can thrive in a fast-paced US telecom collections environment and consistently achieve recovery and performance targets.

📌 Customer Support Executive (Pune)
🏢 Wipro
📍 Pune