Debt Recovery Officer

Key ResponsibilitiesContact customers with overdue payments via phone calls, WhatsApp, SMS, and email as per allocated portfolio. Explain outstanding amount, due dates, interest/charges and help customers understand their repayment obligations. Negotiate and finalize payment plans, part payments, and settlement offers within approved guidelines. Record every interaction in the CRM / collection system with accurate remarks and follow-up dates. Follow RBI Fair Practice Code, company call scripts, and do not use abusive or threatening language at any point. Coordinate with field collection team for field visits wherever required. Follow up on broken promises to pay (PTP) and ensure maximum conversion to payments. Escalate disputes, fraud cases, and sensitive customer complaints to the Team Leader / Manager. Achieve daily, weekly, and monthly collection targets, call productivity, and contact ratio. Maintain confidentiality of customer data and comply with data privacy and security guidelines. Candidate ProfileEducation: 12th Pass / Graduate in any stream. Experience: Fresher or 6–24 months experience in collections / tele-calling / customer service / recovery preferred. Language Skills: Good communication in [English/Hindi/Kannada/Tamil/Telugu/etc. – customize as needed] Ability to speak multiple regional languages will be an added advantage. Computer Skills: Basic knowledge of MS Excel, email, and CRM tools. Required Skills & CompetenciesStrong negotiation and persuasion skills. Ability to handle tough conversations calmly and professionally. Target-oriented with ability to work under pressure. Good listening skills and understanding of customer situations. High level of integrity, discipline, and compliance mindset. Punctual, sincere, and willing to work in rotational shifts if required. Compliance & EthicsStrictly follow RBI and regulatory guidelines related to debt collection. Respect customer privacy, dignity, and rights at all times. No use of abusive language, harassment, or undue pressure on customers. Adhere to company policies on calling time windows, documentation, and approvals. Key Performance Indicators (KPIs)Monthly collection amount vs. target. PTP (Promise to Pay) kept ratio. Call productivity – number of calls, connections, and right party contacts. Customer complaints / escalations (should be minimal). Quality scores from call audits and compliance checks. Employment DetailsType: Full-time Working Days: [e.g., 6 days a week – Monday to Saturday] Timings: [e.g., 9:30 AM to 6:30 PM / shift timings] Salary: [Fixed salary range] + Performance-based incentives