Collection Executive

Job Description

Job Overview: We are seeking a proactive and customer-focused Collection Executive to join our blended collections team. The role involves reaching out to customers with overdue credit accounts via voice calls and chat , ensuring timely payment recovery while maintaining excellent service standards. Key Responsibilities: Voice-Based Collections: Make outbound calls to customers for overdue payment reminders. Negotiate payment plans and settlements within defined guidelines. Handle inbound calls from customers regarding their credit dues. Chat-Based Collections: Engage with customers over live chat to discuss pending payments or billing issues. Provide account information, payment links, and resolve queries in real-time. Document chat conversations in the CRM accurately. Payment Coordination: Send payment reminders, links, and instructions via SMS or email. Follow up on broken promises to pay (PTPs) and escalate high-risk accounts when necessary. CRM & Documentation: Update customer interactions, payment commitments, and disposition in the system. Maintain accurate records of communication and recovery attempts. Customer Service & Dispute Handling: Address billing-related queries, disputes, or complaints with empathy and professionalism. Liaise with internal teams for resolution of escalated cases. Compliance: Adhere to company policies, RBI guidelines, and collection best practices. Maintain customer confidentiality and data protection protocols. Key Skills & Competencies: Strong communication skills – both verbal (Hindi/English/regional language) and written Experience in chat-based customer handling Knowledge of credit and collections process Persuasive and negotiation abilities Target-driven and results-oriented Good typing speed and multitasking capability Basic understanding of Excel, CRM tools, and digital payment systems Qualifications & Experience: Education: Minimum HSC (12th pass); Graduate preferred Experience: 1–2 years in collections, tele-calling, or customer support (voice/chat) Language: Proficiency in English + regional/local languages preferred Other Details: Shift Timing: Rotational / Day Shift Work Days: 6 days a week Incentives: Monthly performance-based incentives Job Type: Full-time Pay: ₹20,000.00 - ₹35,000.00 per month Schedule: Day shift Work Location: In person