WritingJob Description – Customer Care Executive (Collections Process)

Job Designation: Customer Care Executive
Industry: BPO / Customer Service
Process: Banking / Financial Services – Collections
Job Type: Full-Time

Job Overview

We are looking for motivated and customer-focused candidates for the Customer Care Executive role in the Collections Process. The candidate will be responsible for making outbound calls regarding overdue payments, handling inbound payment-related queries, negotiating repayment plans, and following up with customers to ensure timely payment clearance. The ideal candidate should have good communication, negotiation, active listening, and problem-solving skills.

Roles & Responsibilities

- Make outbound calls to customers regarding overdue payments and outstanding dues.
- Handle inbound customer queries related to pending payments, outstanding balances, and payment options.
- Explain payment details, due dates, and available repayment options to customers.
- Negotiate repayment plans and encourage customers to clear their outstanding dues.
- Follow up on Promise to Pay (PTP) cases and ensure customers fulfil their payment commitments.
- Handle customer objections, complaints, and payment-related concerns professionally.
- Update call details, customer interactions, payment commitments, and remarks in CRM systems.
- Maintain accurate records of customer accounts and follow-up activities.
- Meet daily call-handling targets and monthly collection goals.
- Escalate complex, disputed, or sensitive cases to team leaders.
- Maintain call quality standards and follow company policies and compliance guidelines.
- Build professional relationships with customers while ensuring effective payment follow-ups.

Required Skills & Qualifications





- Average spoken English communication skills (Versant Level 2–3 equivalent).
- Good verbal communication and comprehension skills.
- Robust negotiation and persuasion abilities.
- Excellent customer-handling and active listening skills.
- Ability to convince customers and handle payment-related objections.
- Ability to handle rejection and difficult customers calmly.
- Good problem-solving and conflict-resolution skills.
- Basic understanding of banking, finance, and collections processes.
- Knowledge of outstanding dues, overdue payments, and repayment commitments.
- Understanding of Promise to Pay (PTP) and payment follow-up procedures.
- Basic computer knowledge, including MS Excel and CRM tools.
- Ability to work under pressure and achieve daily and monthly targets.
- Positive attitude, patience, and a target-oriented mindset.

Preferred Candidate Profile

- Candidates with experience in collections, customer care, telecalling, banking, or financial services are preferred.
- Freshers with good communication and convincing skills can also apply.
- Candidates should be comfortable handling inbound and outbound calls.
- Ability to manage customer interactions professionally in a target-driven BPO environment.

Key Skills

- Customer Care & Customer Support
- Inbound & Outbound Calling
- Banking & Financial Services Knowledge
- Debt Collection & Payment Follow-ups
- Overdue Payment Management
- Promise to Pay (PTP) Follow-up
- Repayment Plan Negotiation
- Outstanding Dues Management
- Customer Query Resolution
- Objection Handling & Persuasion
- Active Listening & Communication
- Customer Relationship Management
- CRM Management & MS Excel
- Complaint Handling & Conflict Resolution
- Problem-Solving Skills
- Call Quality & Process Compliance
- Target Achievement

Pay: ₹200,000.00 - ₹300,000.00 per year

Work Location: In person

📌 Process Associate (Indore)
🏢 Hirevoo
📍 Indore