Collection Officer - NBFC (Retail Lending)

Role Summary

The Collection Officer is responsible for recovering overdue payday loan amounts by contacting customers, negotiating repayment plans, resolving disputes, and ensuring timely follow-ups. The role aims to minimize delinquency and maintain healthy portfolio quality while adhering to company policies and regulatory guidelines.

Location:

Key Responsibilities

 Contact customers via calls, SMS, email, and other channels to follow up on overdue payments.

 Negotiate and finalize repayment plans based on customer financial situations.

 Track and monitor delinquent accounts across various DPD buckets.

 Maintain accurate records of customer interactions and payment commitments.

 Coordinate with the credit and operations teams on disputed or high-risk cases.

 Identify potential skip or fraud cases and escalate them appropriately.

 Ensure compliance with RBI guidelines, company collection policies, and fair practices code.

 Achieve daily, weekly, and monthly recovery targets assigned by the management.

 Follow proper communication etiquette and maintain professionalism in all interactions.

 Provide regular updates and MIS reports to the Collection Manager. 

Qualifications & Experience

 Minimum HSC/Graduate (any discipline).

 0–2 years of experience in tele-collections or field collections, preferably in NBFC/Fintech/payday loans.

 Familiarity with delinquency buckets, repayment handling, and customer negotiation.

 Experience using collection CRMs, dialers, or loan management systems.

Key Skills

 Strong communication and negotiation skills

 Problem-solving ability

 Basic understanding of collections processes

 Customer handling and conflict resolution