Job Purpose: The Team Leader – Collections is responsible for leading and managing a team of telecallers or field agents to recover outstanding debts from customers while ensuring compliance with company policies and regulatory guidelines. The role involves team supervision, performance monitoring, training, and meeting recovery targets. Key Responsibilities:Team Management: Supervise a team of 8–15 collection agents (telecallers/field executives). Assign daily/weekly targets to team members and monitor performance. Provide regular coaching, feedback, and motivation to enhance team productivity. Conduct daily team huddles and performance review meetings. Ensure adherence to shift timings, attendance, and discipline. Recovery & Operations: Achieve assigned monthly recovery targets as per bucket and product segmentation (e.g., PL, Credit Cards, Auto loans). Monitor delinquent accounts and allocate them efficiently. Track and report team’s daily collection activities and performance metrics. Implement recovery strategies to maximize efficiency and reduce overdue amounts. Handle escalated customer calls and resolve disputes or complaints. Compliance & Quality: Ensure the team follows RBI guidelines, DRA (Debt Recovery Agent) norms, and client-specific compliance requirements. Conduct quality audits of agent calls and provide corrective training. Maintain call recordings, feedback logs, and compliance reports as required. Avoid any aggressive, unethical, or unlawful collection practices. Reporting & Analysis: Maintain accurate MIS reports related to collections, agent performance, and customer feedback. Share daily/weekly/monthly dashboards with management and suggest improvements. Identify high-risk accounts and highlight them to the manager. Key Performance Indicators (KPIs): Collection efficiency (% of recovery achieved vs. assigned). Bucket-wise resolution rate (especially for buckets 1-3). Rollback ratio. Team productivity (calls made/visits done per day). Call quality and compliance scores. Customer dispute resolution time. Skills and Competencies: Strong leadership and team management skills. Good understanding of collections process and delinquency management. Excellent communication, negotiation, and conflict-resolution skills. Data analysis and reporting proficiency (Excel, MIS). Ability to work under pressure and achieve targets. Ethical and professional conduct at all times. Educational Qualification: Graduate in any discipline (Bachelor’s Degree mandatory). Certification in DRA (Debt Recovery Agent) preferred. Experience: Minimum 2–5 years of experience in collections, with at least 1 year in a team-leading role. Experience in a collection agency or third-party BPO handling collections is preferred. Additional Requirements: Should be fluent in local language and English/Hindi. Familiarity with CRM tools, dialers, or field recovery apps. Willingness to work extended hours or weekends if targets demand. Job Type: Full-time Pay: ₹22,000.00 - ₹28,000.00 per month Schedule: Day shift Supplemental Pay: Performance bonus Work Location: In person
Collection Agent Job Description : We are seeking a dedicated collection agent to assist our business with the recovery of outstanding payments from debtors. In this role, your duties will include communicating with customers via telephone, negotiating payment plans with debtors, and enacting payment plans that eliminate debt. To ensure success as a collection agent, you should possess experience with debt collection and knowledge of the Fair Debt Collection Practices Act (FDCPA). Accomplished collection agents will mitigate financial losses by developing and enacting manageable debt recovery plans. Collection Agent Roles & Responsibilities: Collaborating on debt collection efforts with Accounts, Sales, and the Legal Department. Developing debt collection strategies and plans. Adhering to the FDCPA throughout the debt collection process. Contacting debtors by telephone to enact and negotiate debt recovery. Searching publicly available databases to track down defaulters, including Credit Bureau information, background checks, and loan documents. Preventing repeated payment delinquency by negotiating manageable debt payments. Negotiating settlements to receive payment on a certain percentage of the debt. Keeping hard copy and electronic records of all communications, payment plans agreed to, and amounts paid. * Collection Agent Requirements: Debt collection certification or training preferred. In-depth knowledge of the FDCPA and professional codes of conduct. A minimum of 1 year experience in sales, customer service, or telemarketing. Previous debt collection experience will be advantageous. Experience in developing and enacting debt recovery plans and strategies to prevent losses. Exceptional ability to communicate with debtors to negotiate debt payment plans. Ability to collaborate on debt collection efforts with other departments and institution. Exceptional recordkeeping and interpersonal skills. Compensation & Benefits: Salary will be upto 15000 plus incentives depends on the basis of your performance. Location : Greater Noida , Uttar Pradesh* Job Type: Full-time Pay: ₹13,000.00 - ₹25,000.00 per month Education: Higher Secondary(12th Pass) (Preferred) Work Location: In person