Job Title: Telecaller – Debt Recovery (Banking Collections) Department: Collections & Recovery Location: Hyderabad Reports To: Collection Manager / Recovery Supervisor Employment Type: Full-Time Job Summary:We are seeking a diligent and goal-oriented Telecaller to join our Banking Collections team. The role involves contacting bank customers with overdue payments, reminding them of their dues, negotiating repayment solutions, and ensuring compliance with regulatory and internal banking standards. Key Responsibilities:Make outbound calls to customers with pending EMIs, credit card dues, or loan repayments. Educate customers on the importance of timely payments and the consequences of default. Persuade and negotiate repayment plans within company-approved limits. Follow up consistently to ensure promises to pay (PTP) are fulfilled. Record every interaction and update the system with call outcomes and payment commitments. Maintain professionalism, accuracy, and confidentiality in all interactions. Escalate high-risk or non-contactable accounts to the respective recovery or legal team. Ensure adherence to RBI regulations, fair practices code, and the bank’s recovery policy. Required Skills & Competencies:Excellent verbal communication skills in English and regional languages. Strong interpersonal and negotiation skills. Familiarity with loan/credit card terms, banking processes, and collection tools. Ability to handle pressure and meet collection targets. Basic knowledge of MS Office and CRM software. Educational & Experience Requirements:Minimum: 12th pass or Graduate (preferred). Experience: 1–3 years in banking/NBFC telecalling or debt recovery roles. Fresher with strong communication skills and eagerness to learn may also apply. Other Details:Shift Timings: Day shift; may involve rotational or extended hours during month-end. Work Environment: Office-based; may involve coordination with field collection agents. Incentives: Performance-based incentives available on achieving recovery targets.
Install, configure, and maintain hardware and software systems (PCs, printers, servers, etc.) Provide first- and second-level technical support to employees (on-site and remote) Monitor network performance, troubleshoot issues, and ensure data security Maintain IT asset inventory and software license compliance Assist with IT policy implementation and enforce IT security protocols Manage backups, data recovery, and disaster recovery plans Support implementation of ERP, CRM, and other enterprise systems Liaise with vendors and third-party service providers Document processes and create user manuals or guides as needed Stay updated with technology trends and suggest improvements.
Make outbound calls to customers with outstanding debts. Follow-up consistently and systematically on overdue payments. Explain and educate customers about repayment options and deadlines. Maintain accurate and up-to-date records of all collection activities in CRM systems. Achieve daily, weekly, and monthly recovery targets. Escalate cases to senior staff for legal or advanced recovery action when necessary. Handle objections, disputes, or non-cooperative customers professionally. Ensure compliance with legal and organizational recovery guidelines. Collaborate with the legal team or field collection agents if needed. Ability to work under pressure and meet recovery targets. Basic knowledge of financial products and collection processes. Strong negotiation and conflict-resolution skills.
Visit customers’ residences or workplaces to collect overdue credit card payments and ensure timely collections. Maintain accurate and detailed records of collection activities and update customers’ accounts accordingly Communicate repayment schedules, clarify penalties, and explain the consequences of payment delays Negotiate and, if necessary, restructure payment plans with defaulters while adhering to company policies and legal standards Report chronic defaulters and recommend legal or disciplinary actions as appropriate. Provide feedback and progress updates to management regarding recovery efforts. Handle customer complaints and disputes diplomatically, ensuring a positive company image. Build and maintain constructive relationships with customers. Qualifications and Skills Minimum 12th pass; higher education or a degree in finance, business, or related fields is an advantage. Prior experience in collections, field sales, or customer service is preferred. Strong communication, persuasion, and negotiation skills. Ability to work independently, manage time effectively, and handle difficult situations professionally. Familiarity with local areas and willingness to travel; possession of a valid driver’s license and vehicle may be required. Basic record-keeping and data management skills.
Manage office supplies and maintain inventory. Maintain filing systems and organize documents. Support HR and accounting teams with administrative tasks. Supports daily office operations, maintains records, handles correspondence, and ensures smooth internal communication and logistical efficiency. Handle employee grievances and disciplinary actions Process paperwork and verify documents. Support reporting and compliance processes. Time management and organizational skills. Maintain employee records and HR databases.
1. Operational Management Oversee day-to-day operations of the debt recovery team or department. Allocate accounts to collectors based on experience, workload, and case complexity. Ensure compliance with targets for contact rates, recovery amounts, and timelines. Develop, monitor, and optimize workflows for collection activities. 2. Team Leadership & Training Recruit, train, and supervise debt recovery agents. Conduct performance reviews, coaching sessions, and set team KPIs. Provide guidance on difficult cases and escalate issues when necessary. Foster a professional, ethical, and motivated work environment. 3. Compliance & Risk ManagementEnsure all collection activities comply with relevant laws and regulations (e.g., FDCPA, FCA, GDPR, or local debt collection laws). Maintain quality assurance and call-monitoring programs. Manage complaints, disputes, and escalations in line with regulatory requirements. Implement fraud-prevention measures and maintain data privacy standards. 4. Strategy and Performance OptimizationAnalyze collection data and identify trends, bottlenecks, and opportunities for improvement. Develop recovery strategies tailored to account types, risk levels, and clients. Set revenue and recovery targets and implement plans to achieve them. Monitor vendor performance (if working with external partners). 5. Client & Stakeholder ManagementServe as the main point of contact for client organizations. Prepare performance reports, summaries, and forecasts for clients and senior management. Manage service-level agreements (SLAs) and ensure client satisfaction. Coordinate with legal, finance, and compliance teams. 6. Financial & Administrative Duties Track and report recovery revenues and operational costs. Approve settlements, payment plans, write-offs, and legal referrals. Ensure accurate record-keeping and system updates. Support budgeting and resource planning. 7. Legal Coordination (when applicable)Assess accounts for legal action and collaborate with legal partners. Review documentation and evidence before litigation. Oversee post-judgment recovery activities, such as wage garnishments or asset tracing.
Call customers whose payments are overdue and remind them of pending dues. Explain outstanding amount, due date, and available repayment options. Maintain polite and professional communication while following company collection guidelines. Update call outcomes and customer details in the system. Follow up with customers until payment is completed. Escalate difficult cases to the senior collection team when required.
Define and execute the organization’s IT strategy aligned with business objectives Lead digital transformation and technology modernization initiatives Oversee IT infrastructure, applications, networks, and cloud services Ensure cybersecurity, data protection, and risk management practices Establish IT governance, policies, and compliance standards Manage IT budgets, cost optimization, and ROI tracking Lead, mentor, and develop IT teams and leadership Manage vendor relationships, contracts, and SLAs Ensure business continuity, disaster recovery, and system reliability Report IT performance metrics to executive leadership. Maintain Firewall Systems overall Office.