Collection & Recovery Team Leader

Job Title: Collection & Recovery Team Leader

Company: Goodwill Associates

Job Summary

Goodwill Associates is hiring a Collection & Recovery Team Leader to supervise a team of tele callers and field executives for timely recovery of overdue payments. The role involves monitoring performance, achieving monthly targets, handling customer escalations, and ensuring compliance with company and regulatory guidelines.

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Key Responsibilities

Lead, guide, and motivate the recovery team to achieve monthly and quarterly recovery targets.

Monitor daily calling activities and field visits to ensure timely follow-ups on overdue accounts.

Allocate cases and track team performance and productivity.

Handle escalated customer issues and negotiate settlements when required.

Prepare daily, weekly, and monthly MIS reports on collection performance and delinquency.

Train team members on communication, negotiation, and recovery techniques.

Ensure adherence to company policies, RBI/NBFC guidelines, and ethical collection standards.

Coordinate with Customer Service, Credit, Legal, and Operations teams for effective recovery.

Identify high-risk cases and recommend appropriate actions, including legal.

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Key Skills & Competencies

Strong leadership and team management skills.

Excellent communication, negotiation, and interpersonal abilities.

Good understanding of soft, hard, and legal recovery processes.

Ability to work under pressure and meet targets.

Basic knowledge of MS Excel and reporting tools.

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Qualifications & Experience

Education: Graduate in any stream; MBA/Diploma in Finance preferred.

Experience: 2 to 5 years in collection/recovery, with minimum 1 year in a team leader/supervisor role.

Industry Preference: Banking, NBFC, Fintech, or Collection Agency.