Debt Collection Executive (DRA Certified) Location: Bengaluru Koramangala Type: Full-time | 6-day week (Mon–Sat) Compensation: Fixed salary + performance-linked incentives Role Summary We’re hiring DRA-certified Debt Collection Executives with strong multi-language communication, skip-tracing expertise, and solid Excel/Word/Google Sheets & CRM skills to drive timely recoveries while maintaining 100% compliance. Key Responsibilities Make outbound/inbound calls to overdue customers; explain dues, resolve queries, and negotiate workable repayment/settlement plans (PTP, part-pay, OTS). Follow up on PTPs and broken promises; convert PTP to payment with disciplined reminders. Skip tracing: identify and reach hard-to-contact customers using databases, alternate numbers, references, social media signals, field coordination, and address verification. Document & CRM hygiene: log every interaction, update call outcomes, PTP dates/amounts, disputes, and proof of payments in the CRM accurately and on time. MIS & reporting: prepare daily/weekly trackers in Excel/Google Sheets (allocations, RPC, PTP, collections vs. target, dispute buckets). Coordinate with field executives and legal teams for escalations (Sec 138 NI Act, arbitration/Lok Adalat referrals as per process). Handle sensitive conversations with empathy; adhere to scripts, QA guidelines, and grievance protocols. Strictly follow RBI/DPDP 2023/TRAI DND norms and client/bank codes of conduct. Must-Have Qualifications Valid DRA Certification (submit proof at joining). 1–3 years’ experience in collections (tele calling /agency/NBFC/bank). Strong freshers with DRA may apply. Languages: Fluent in English + Kannada + Hindi (any one South Indian language like Tamil/Telugu/Malayalam is a plus). Negotiation & objection handling skills; calm under pressure with solution-seeking attitude. Tools: Excel/Sheets: filters, sorting, text functions, basic formulas (IF, VLOOKUP/XLOOKUP, CONCAT), pivots (nice to have). Word/Docs: drafting notices/emails/WA templates. CRM (Fresh works/Zoho/custom dialer/agency CRM). Typing speed, WhatsApp Business etiquette, email basics, and data privacy awareness. Good-to-Have Experience across DPD buckets (0–30/31–90/90+). Exposure to skip-tracing tools, address mapping, and field coordination. Understanding of charge-off/settlement processes, cash apps/UPI receipts, and basic legal touchpoints. KPIs (What Success Looks Like)RPC % (Right-Party Contacts) & connect rate PTP conversion (PTP → Paid) & resolution rate Collections vs. target (daily/weekly/monthly) Average days to collect & broken PTP recovery QA/Compliance score, complaint rate, and call documentation accuracy Productivity: dials/day, unique connects, follow-up discipline Work Environment & Benefits Transparent incentive slabs tied to collections & quality. Weekly coaching on negotiation, compliance, and Excel/CRM best practices. Fast growth path to Senior Collector / Team Lead for consistent performers.
HR Manager – PenakaKred Pvt LtdLocation: Koramangala, Bengaluru (On-site) Employment: Full-time | Experience: 5–10 years (BFSI/BPO/Collections preferred) Reports to: COO/Director – Operations About PenakaKredPenakaKred is an AI-powered, ethical debt-collection partner for banks/NBFCs/fintechs. We blend AI orchestration with agent-assist and compliant omnichannel operations. Role SummaryOwn the end-to-end people charter—hiring, onboarding, performance, compliance, payroll, engagement, and culture—for a fast-scaling collections operation (tele-calling, field, legal desk, and AI ops). Build processes that are RBI fair-practices & DPDP-ready, data-driven, and audit-proof. Key ResponsibilitiesTalent Acquisition: Workforce planning; hire tele-callers, team leads, field executives, QA, HR ops; manage ATS, referrals, agencies; TAT-driven closures. Onboarding & Induction: Offer letters, BGV, DRA-cert tracking, joiner kits; run day-1 induction with compliance modules (RBI fair-practices, DPDP, POSH). Policies & Compliance (India): Draft/maintain HR policy handbook; ensure adherence to Shops & Establishments, EPF, ESI, PT, Bonus, Gratuity, POSH, leave/attendance; audit preparedness with complete trails. Payroll & HRIS: Monthly payroll inputs (attendance, OT, incentives), CTC structuring, F&F maintain HRIS and personnel files. Performance & L&D: KRAs/KPIs, appraisal cycles, PIP; training calendars (soft skills, collections etiquette, stress management, compliance). Engagement & Culture: R&R programs, pulse surveys, townhalls; drive ethical, borrower-dignity-first culture. Grievance & Discipline: Case handling, investigations, disciplinary actions per policy; POSH ICC coordination. WFM & Roster Management: Shifts, weekly offs, shrinkage control for dialer ops; attendance hygiene. Health, Safety & Well-being: EAP initiatives, burnout prevention for calling teams. Vendor Management: Recruiters, training vendors, background checks, insurance, payroll partners—SLAs & cost control. Exit Management: Resignations, F&F, experience letters, exit interviews & retention insights. Success Metrics (KPIs)Time-to-fill & offer-to-join ratio 90-day new-hire retention and monthly attrition % Payroll accuracy (0 defects), on-time compliance filings Training coverage & certification completion rates Attendance hygiene (regularization < target) Employee engagement score & grievance TAT Audit score (documentation & statutory) QualificationsMBA/PGDM in HR (or equivalent). 5–10 years in HR generalist/HRBP; strong preference for BFSI/BPO/collections/contact-center. Working knowledge of Indian labor laws, POSH, DPDP basics, RBI fair-practice norms in collections context. Hands-on with HRIS/ATS, payroll, MS Excel/Google Sheets; comfort with dashboards & HR analytics. Excellent communication (English + Kannada/Hindi preferred), stakeholder mgmt, and conflict-resolution skills. Nice to HaveBuilt HR processes from scratch in a scaling startup. Exposure to dialer/WFM environments and incentive programs. Experience running L&D for tele-collections etiquette & compliance. Work Schedule & BenefitsStandard hours with roster flexibility for ops needs; occasional Saturdays. CTC: As per industry; incentives/medical as applicable. How to ApplySend CV to [careers@penakakred.com] with subject “HR Manager – Bengaluru” or WhatsApp [73966 67670].
Job Title: Team Leader – CollectionsCompany: [PenakaKred / Sri Swastik Services] Location: [Koramangala, Bengaluru] Experience: 3–7 years in collections (min. 1–2 years as Team Leader) Employment Type: Full-time About the RoleWe are looking for a Team Leader – Collections to manage a team of collection executives and drive recovery for our bank/NBFC/fintech portfolios. The ideal candidate will be strong in people management, target achievement, and compliant customer handling. Key ResponsibilitiesLead a team of X–Y collection agents (voice / field) to achieve monthly recovery targets. Allocate daily workloads, track performance, and ensure calling discipline & timelines. Monitor calls (live & recordings), give feedback, and conduct regular coaching & training. Analyze bucket-wise portfolio, roll rates, PTP vs. realization, and daily collection MIS. Escalate high-risk and sensitive cases to management / clients with proper justification. Ensure 100% compliance with RBI / client policies, call scripts, and communication norms. Handle difficult customers, negotiate settlements / payment plans, and support agents on tough calls. Coordinate with field team / tele-calling / legal / clients for resolution of complex accounts. Prepare and share daily, weekly, and monthly reports on productivity and collections. Motivate the team, manage attendance, discipline, and maintain a positive work environment. Desired Candidate ProfileGraduate / Diploma with 3–7 years of experience in debt collections / recovery, with at least 1–2 years as Team Leader / Supervisor. Experience on bank, NBFC, credit card, PL, consumer loan or BNPL portfolios preferred. Strong communication skills in English + Hindi + [Kannada/Other regional language]. Good knowledge of Excel, MIS reports, dialer/CRM tools. Ability to handle pressure, meet strict deadlines, and drive a target-oriented team. DRA certification or knowledge of RBI guidelines on collection will be an added advantage. Strong negotiation, objection handling, and problem-solving skills. What We OfferFixed salary: ₹[range] per month + performance incentives based on team collections. Opportunity to grow into Unit Manager / Operations Manager roles. Training on advanced collection tools, compliance, and client processes. Professional and supportive work culture. Job Title: Team Leader – CollectionsCompany: [PenakaKred / Sri Swastik Services] Location: [Koramangala, Bengaluru] Experience: 3–7 years in collections (min. 1–2 years as Team Leader) Employment Type: Full-time About the RoleWe are looking for a Team Leader – Collections to manage a team of collection executives and drive recovery for our bank/NBFC/fintech portfolios. The ideal candidate will be strong in people management, target achievement, and compliant customer handling. Key ResponsibilitiesLead a team of X–Y collection agents (voice / field) to achieve monthly recovery targets. Allocate daily workloads, track performance, and ensure calling discipline & timelines. Monitor calls (live & recordings), give feedback, and conduct regular coaching & training. Analyze bucket-wise portfolio, roll rates, PTP vs. realization, and daily collection MIS. Escalate high-risk and sensitive cases to management / clients with proper justification. Ensure 100% compliance with RBI / client policies, call scripts, and communication norms. Handle difficult customers, negotiate settlements / payment plans, and support agents on tough calls. Coordinate with field team / tele-calling / legal / clients for resolution of complex accounts. Prepare and share daily, weekly, and monthly reports on productivity and collections. Motivate the team, manage attendance, discipline, and maintain a positive work environment. Desired Candidate ProfileGraduate / Diploma with 3–7 years of experience in debt collections / recovery, with at least 1–2 years as Team Leader / Supervisor. Experience on bank, NBFC, credit card, PL, consumer loan or BNPL portfolios preferred. Strong communication skills in English + Hindi + [Kannada/Other regional language]. Good knowledge of Excel, MIS reports, dialer/CRM tools. Ability to handle pressure, meet strict deadlines, and drive a target-oriented team. DRA certification or knowledge of RBI guidelines on collection will be an added advantage. Strong negotiation, objection handling, and problem-solving skills. What We OfferFixed salary: ₹[range] per month + performance incentives based on team collections. Opportunity to grow into Unit Manager / Operations Manager roles. Training on advanced collection tools, compliance, and client processes. Professional and supportive work culture.
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