Collection Executive

Job Description

Job Title: Collection Executive Department: Collections / Recovery Industry: BPO / Call Center Reports To: Team Leader / Collection Manager Roles & Responsibilities: Debt Recovery: Contact customers via calls, emails, or messages to recover pending payments. Follow-up on overdue accounts and ensure timely collection as per the companys policies. Customer Interaction: Handle queries or disputes related to outstanding payments professionally and empathetically. Negotiate payment plans and explain consequences of non-payment when needed. Data Management: Maintain accurate records of customer interactions, payment commitments, and follow-up schedules. Update system records with call outcomes and collection status. Compliance & Process Adherence: Adhere to all regulatory guidelines (such as RBI, DRA certification norms, etc.) and company policies during customer communication. Ensure calls and collections are conducted within the legal and ethical boundaries. Daily/Weekly Reporting: Submit daily collection reports to the Team Leader or Manager. Share updates on challenges faced in collections or defaulters. Target Achievement: Meet or exceed assigned monthly/quarterly collection targets and KPIs. Maintain a high recovery rate with minimal escalations. Customer Profiling: Analyze payment behavior and profile customers based on risk. Identify potential fraud or high-risk accounts and escalate accordingly. Team Coordination: Collaborate with other teams like Customer Service, Legal, or Field Collection Teams for joint resolution where needed. Soft Skills & Call Etiquette: Display patience, persuasion, and professionalism during calls. Handle stressed or angry customers calmly to maintain brand reputation. Preferred Skills & Qualifications: Good communication (Hindi & English) and negotiation skills Basic computer knowledge (Excel, CRM systems) Prior experience in BPO/collections/recovery is an added advantage Ability to handle pressure and meet strict deadlines