Collection Associate

Telecaller – Recovery & Collection Department Job Purpose:To contact customers via phone and follow up on overdue or pending payments, ensuring timely recovery of outstanding dues while maintaining positive customer relationships and adhering to company policies. Key Responsibilities 1.Customer Follow-up: Make outbound calls to customers with overdue payments. Remind customers about their due dates and outstanding balances. Provide details about the amount due, payment methods, and deadlines. 2.Negotiation & Persuasion: Convince customers to make immediate or scheduled payments. Negotiate repayment plans within company guidelines. Handle objections professionally and resolve payment-related issues. 3.Record Maintenance: Update system records with call outcomes, payment commitments, and customer feedback. Maintain accurate and updated data in CRM or collection software. 4.Coordination: Coordinate with the field collection team for on-site visits when required. Work with the accounts or finance team to track payments received. 5.Customer Service: Provide customers with clarity on billing, penalties, and interest charges. Ensure customer interactions are polite, professional, and compliant with company policy. 6.Target Achievement: Meet or exceed monthly and weekly recovery targets. Work under supervision to improve collection efficiency and minimize delinquencies. 7.Compliance: Follow company and regulatory guidelines on debt collection. Avoid the use of harsh language, threats, or unethical recovery practices. Eligibility Criteria: Skills & Requirements: Strong communication and persuasion skills (in English and regional languages). Basic computer knowledge and familiarity with CRM tools. Patience, persistence, and attention to detail. Experience in recovery, collections, or customer service preferred. Ability to handle difficult customers and maintain professionalism. Performance Indicators (KPIs):Recovery percentage achieved vs. target. Number of calls made per day. Payment promises converted into actual payments. Accuracy of data entry and reporting.