Role & responsibilities Answering phones and explaining the product and services offered by the company. Contacting existing customers as well as prospective customers using scripts. Obtaining customer information and other relevant data. Asking questions to the customer and understanding their specifications. Resolving queries and issues related to the products and services. Making recordings of all the sales phone calls and sales deals. Taking and processing product orders in a professional manner. Maintaining the database of the customers on a regular basis. Preferred candidate profile FRESHER CAN APPLY Fix SALARY+ INCENTIVE
Job Summary: We are seeking a highly motivated and experienced Senior Team Leader Collections & Recovery to lead a team of collection officers in managing overdue accounts and maximizing recovery performance. The ideal candidate will bring strong leadership, strategic thinking, and excellent communication skills to drive results while ensuring full compliance with regulatory standards and company policies. Key Responsibilities: Lead and manage a team of collection officers, setting clear goals, KPIs, and performance expectations. Develop and implement effective debt recovery strategies tailored to different risk segments and delinquency buckets. Monitor team performance through regular reports and dashboards; identify and resolve performance gaps. Handle escalated customer cases, disputes, and complex negotiations with professionalism and tact. Ensure the team adheres to all legal and regulatory compliance standards (e.g., FDCPA, GDPR, RBI guidelines, etc.). Conduct regular coaching sessions, performance reviews, and training to continuously develop team capability. Collaborate with internal departments such as Risk, Legal, and Customer Service to facilitate recoveries and manage account resolutions. Analyze portfolio trends, customer behavior, and risk indicators to propose improvements in strategy and operations. Support automation, process enhancements, and system upgrades to increase collection efficiency. Maintain accurate documentation and records in the collection system or CRM software. Key Skills & Competencies: Strong leadership and team management skills Proven knowledge of debt recovery practices and delinquency management Excellent negotiation and customer handling skills Analytical and data interpretation capabilities Sound knowledge of collections tools and CRM systems (e.g., SAP, Tally, Oracle, or others) High level of integrity, resilience, and professionalism Ability to work under pressure and meet aggressive targets Knowledge of regulatory and legal aspects of collections Qualifications & Experience: Bachelor’s degree in Finance, Business Administration, or a related field (MBA preferred) 5+ years of experience in collections, with at least 2 years in a team leadership role Experience in financial services, NBFC, telecom, or banking sectors preferred