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Airpay Payment Services
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Payment Collection Agent

Payment Collection Agent

Airpay Payment Services

0 - 3 years

2 - 5 Lacs

mumbai nagpur thane nashik pune aurangabad

Posted:9 hours ago| Platform:

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Skills Required

outbound customer support operations payment collection collection agent compliance bfsi nbfc customer satisfaction sms crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Call Center - Payment Collection Agent

Department: Customer Support / Operations

Reports To: Call Center Supervisor / Manager

Job Type: Full-time

Location: Vashi, Navi Mumbai

Job Summary: The Payment Collection Agent will be responsible for contacting customers to remind and recover overdue payments while maintaining a professional and customer-centric approach. The role involves handling inbound and outbound calls, resolving payment-related issues, and ensuring timely collection within company policies and compliance standards.

Key Responsibilities:

Make outbound calls to customers regarding overdue or outstanding payments.
Follow up through phone, email, or SMS to ensure timely recovery of dues.
Maintain accurate records of customer interactions, payment commitments, and follow-ups in the system.
Negotiate payment arrangements and settlements within defined guidelines.
Handle customer queries and disputes in a polite, professional, and compliant manner.
Escalate unresolved issues or high-value cases to the supervisor or escalation team.
Meet daily, weekly, and monthly collection targets.
Ensure adherence to company policies, data privacy, and regulatory compliance (e.g., RBI/DPD norms, etc).
Contribute to improving recovery processes by providing customer insights and feedback.

Qualifications and Requirements:

Education: Minimum 12th Pass; Graduate preferred.
Experience: 0-3 years in debt recovery, payment collection, or tele-calling (freshers welcome with good communication skills).
Experience in BFSI / Fintech / NBFC environment will be an advantage.

Skills:

Strong communication and negotiation skills (Hindi/English; regional languages are a plus).
Basic computer proficiency and familiarity with CRM tools or dialer systems.
Ability to handle pressure and maintain professionalism.
Target-driven, persuasive, and customer-oriented.

Key Performance Indicators (KPIs):

Collection rate and recovery percentage.
Promise-to-pay (PTP) conversion rate.
Number of connected calls and follow-ups.
Compliance and call quality scores.
Customer satisfaction and minimal escalations.

Work Schedule:

Rotational shifts (as per business hours).
6-day working week (including weekends, if required).

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Payment Collection Agent