About the role
- Initiate and respond to collection calls and emails, acting as the first point of contact for delinquent accounts.
- Verify customer information and outstanding balances using internal systems.
- Negotiate repayment plans and settlements in line with company policies.
- Escalate complex disputes or legal matters to senior management or the legal department.
- Maintain detailed logs of all interactions and update account statuses in real time.
- Collaborate with the Customer Care Executive team to resolve service‑related issues that may affect payments.
- Prepare daily, weekly, and monthly collection reports for performance tracking.
- Ensure compliance with regulatory guidelines and internal compliance standards.
- Identify trends in delinquency and recommend process improvements.
- Support onboarding and training of new back‑office staff on collection procedures.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in collections, credit control, or customer care within BFSI.
- Strong communication and negotiation skills.
- Proficiency with MS Office and collection management software.
- Ability to handle high‑volume calls and maintain composure under pressure.
- Knowledge of RBI and banking regulations related to collections.
- Excellent attention to detail and data entry accuracy.
- Team player with a proactive problem‑solving attitude.
- Fluent in English; additional regional language proficiency is a plus.
- Flexibility to work in shifts as required by back‑office operations.