B2C Dispute Management & Collections Agent (Voice)

Location: Mohali
Experience: 1-5 Years (Minimum 2 years of relevant experience)
Work Mode: Work from Office 5 Days a Week
Shift: 8:30 PM 5:30 AM | Night Shift / Rotational Shifts
Working Days: Monday to Friday

We are hiring a B2C Dispute Management & Collections Agent to manage customer disputes, billing queries and collections activities. The role will primarily focus on dispute management (70%) and collections (30%), requiring strong communication, account reconciliation, problem-solving and customer-handling skills.

Your Future Employer

A leading organisation in the residential property management and services industry, offering an opportunity to work in a customer-focused environment with exposure to dispute resolution, accounts receivable and collections operations.

Responsibilities

Dispute Management – 70%

1. Take end-to-end ownership of customer/resident disputes across assigned accounts, including logging, categorisation, investigation and resolution within defined SLAs.
2. Handle inbound and outbound calls and emails to explain customer charges, bills and invoices.
3. Investigate billing discrepancies, incorrect charges, fees, payment applications and missing credits.
4. Perform invoice reconciliation, adjustments, credits and rebilling within defined limits.
5. Coordinate with Billing, Operations and Customer Support teams to resolve disputes and escalations.
6. Ensure accurate payment application, account maintenance, dispute documentation and audit trails.
7. Handle customer objections empathetically and negotiate fair resolutions while maintaining a positive customer experience.
8. Monitor dispute ageing, closure rates and recurring issues, and recommend process improvements.

Collections – 30%
9.



Conduct soft collection activities through calls and emails for overdue invoices and bills.
10. Follow up on undisputed balances and resolved disputed amounts to ensure timely payments.
11. Support DSO reduction through regular follow-ups and promise-to-pay tracking.
12. Maintain strong follow-up discipline, negotiation and professional email communication.

Requirements

1. 1–5 years of overall experience, with a minimum of 2 years in Dispute Management, B2C Collections, Accounts Receivable or Order to Cash.
2. Strong BFSI domain experience is mandatory.
3. Sound understanding of Accounts Receivable management and invoice reconciliation.
4. Excellent verbal and written English communication skills.
5. Strong customer service, problem-solving, negotiation and objection-handling skills.
6. Proficiency in MS Excel, particularly VLOOKUPs and Pivot Tables, for reporting and analysis.
7. Ability to manage assigned accounts independently across dispute resolution and collections activities.
8. Strong email-writing skills and attention to detail.
9. Must be comfortable working night shifts and rotational shifts as per business requirements.
10. Willingness to work from the office five days a week.

What Is in It for You?

- Opportunity to work in a customer-focused dispute management and collections function.
- Exposure to end-to-end B2C dispute resolution and Accounts Receivable operations.




- Prospect to develop expertise in billing reconciliation, collections and customer account management.
- Work with cross-functional teams in a dynamic business environment.
- Enhance your communication, negotiation and problem-solving skills.

Reach Us

If you think this role aligns with your career aspirations, kindly write to [email protected] along with your updated CV for a confidential discussion about the role.

Disclaimer

Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging and memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Note

Applications are reviewed carefully; however, we may not be able to respond to every applicant. If you do not hear from us within one week, please consider your application unsuccessful for this position.

Scammers can misuse Crescendo Global’s name for fake job offers. We never ask for money, purchases or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert!

Profile Keywords

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📌 C Dispute Management & Collections Agent (Voice) (Sahibzada Ajit Singh Nagar)
🏢 Crescendo Global Leadership Hiring India
📍 Sahibzada Ajit Singh Nagar