Job Title: Collection Executive Department: Collections & Recovery Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank Employment Type: Full-Time Age Limit: 18-30 Job Summary: The Collection Executive is responsible for recovering overdue payments from customers, ensuring timely collection of EMIs, and maintaining a healthy portfolio. The role requires strong communication, negotiation, and interpersonal skills to manage customer relationships while adhering to company policies and regulatory guidelines. Key Responsibilities: Follow up with customers for overdue payments through phone calls. Negotiate and convince borrowers for timely repayment or settlement of dues. Ensure compliance with RBI and NBFC regulations while dealing with customers. Maintain proper documentation of collections and update repayment records. Achieve assigned collection targets and key performance indicators. Maintain a professional approach and protect the company’s reputation at all times. Qualifications and Skills: Education: Graduation should be completed Good to have 1–2 years of experience in collections, preferably in NBFCs, banks, or microfinance institutions. Skills: Good communication and negotiation skills Basic excel & computer knowledge and data entry skills Understanding of financial products like personal loans, business loans, two-wheeler loans, etc. Ability to handle difficult customers professionally Honest and dependable Customer-focused attitude Resilient under pressure Job Types: Full-time, Permanent, Fresher Benefits: Health insurance Provident Fund Work Location: In person
Job Title: Collection Executive Department: Collections & Recovery Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank Employment Type: Full-Time Age Limit: 18-30 Job Summary: The Collection Executive is responsible for recovering overdue payments from customers, ensuring timely collection of EMIs, and maintaining a healthy portfolio. The role requires strong communication, negotiation, and interpersonal skills to manage customer relationships while adhering to company policies and regulatory guidelines. Key Responsibilities: Follow up with customers for overdue payments through phone calls. Negotiate and convince borrowers for timely repayment or settlement of dues. Ensure compliance with RBI and NBFC regulations while dealing with customers. Maintain proper documentation of collections and update repayment records. Achieve assigned collection targets and key performance indicators. Maintain a professional approach and protect the company’s reputation at all times. Qualifications and Skills: Education: Graduation should be completed Good to have 1–2 years of experience in collections, preferably in NBFCs, banks, or microfinance institutions. Skills: Good communication and negotiation skills Basic excel & computer knowledge and data entry skills Understanding of financial products like personal loans, business loans, two-wheeler loans, etc. Ability to handle difficult customers professionally Honest and dependable Customer-focused attitude Resilient under pressure Job Types: Full-time, Permanent, Fresher Benefits: Health insurance Provident Fund Work Location: In person
Department: Collections Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank Reporting To: Collections Manager Employment Type: Full-time Job Purpose: To assist in managing day-to-day collection operations by supervising Team Leaders, ensuring timely recovery of overdue payments, maintaining compliance with regulatory guidelines, and supporting the overall objective of minimizing delinquency and improving recovery performance. Key Responsibilities: 1. Team Support & Supervision Assist the Collection Manager in guiding, monitoring, and supporting the collection team. Ensure agents follow prescribed processes and maintain professional communication with customers. Help conduct training sessions, performance reviews, and daily team huddles. 2. Collection Operations Oversee tele-calling activities for overdue accounts across various buckets (soft, hard, and write-off). Ensure timely follow-up with delinquent customers and maximize recoveries. Track daily collection targets and performance of the team. 3. Compliance & Documentation Ensure the team adheres to RBI guidelines, company policies, and fair collection practices. Verify accuracy of collection data and assist in updating MIS reports. Prepare daily/weekly/monthly reports for management review. 4. Customer Coordination Handle escalated customer queries and disputes professionally. Explain repayment plans, settlement options, and consequences of default to customers. Support relationship management while ensuring recovery goals are achieved. Qualifications & Experience: Graduate in any discipline (Postgraduate preferred). 2–5 years of experience in debt recovery/collections (NBFC/BFSI/outsourcing). Prior experience as a Asst. Manager or supervisory role is a must Key Skills & Competencies: Strong communication and negotiation skills. Basic team-handling and leadership capabilities. Good knowledge of Excel, MIS reporting, and CRM tools. Problem-solving ability and understanding of recovery norms. Ability to handle escalations and difficult customer interactions. Contact Person: (HR Team) Monalisha Swain – 6370884664 Shayan Azmi - 7853904264 Job Types: Full-time, Permanent Benefits: Health insurance Provident Fund Work Location: In person
Department: Collections Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank Reporting To: Collections Manager / Branch Head Employment Type: Full-time Job Purpose: To lead and manage a team of collection executives and agents in recovering dues from delinquent customers in accordance with company policies, compliance norms, and regulatory guidelines while maintaining customer relationships and minimizing NPAs. Key Responsibilities: Team Management: Lead, train, and motivate the collection team to achieve individual and team targets. Allocate daily, weekly, and monthly collection targets and monitor performance. Conduct regular team meetings, performance reviews, and coaching sessions. Collection Operations: Supervise tele-calling activities for overdue accounts (soft, hard, and write-off buckets). Ensure timely follow-up on delinquent cases and maximize recoveries. Compliance & Reporting: Ensure adherence to RBI and company guidelines for fair practices and customer interactions. Maintain accurate MIS and update collection data regularly in the system. Prepare and share collection reports, recovery trends, and action plans with management. Customer Handling: Resolve customer disputes and escalate sensitive issues when necessary. Educate customers about consequences of default and repayment options available. Coordination: Liaise with internal departments such as Credit, Legal, and Operations for case closures, settlements, and legal actions. Work closely with third-party collection agencies if engaged. Qualifications & Experience: Graduate or Postgraduate in any discipline 3–7 years of experience in collections within NBFC/BFSI sector Prior experience as a team leader or supervisory role is a must Key Skills & Competencies: Strong leadership and team-handling skills Excellent communication and negotiation abilities Excellent in Excel reports, presentation skill Analytical thinking and data interpretation Conflict resolution and decision-making skills Familiarity with collection tools, CRM systems, and recovery norms Contact Person: (HR Team) Monalisha Swain - 6370884664 Shayan Azmi - 7853904264 Job Types: Full-time, Permanent Benefits: Health insurance Provident Fund Work Location: In person
Department: Quality Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank Reporting To: Manager Employment Type: Full-time Job Purpose: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of calls and customer interactions across Customer Support, Collections, and Sales processes. The role ensures adherence to company policies, process compliance, customer experience standards, and regulatory guidelines. The QA will provide actionable insights, conduct audits, and work closely with team leaders and management to drive continuous improvement. Key Responsibilities:1. Call Monitoring & Evaluation · Conduct regular call audits for Customer Support, Collections, and Sales teams. · Assess agent performance based on quality parameters, compliance, and communication standards. · Score calls and maintain detailed evaluation reports. 2. Quality Assurance & Compliance · Ensure adherence to process guidelines, scripts, and regulatory requirements. · Identify non-compliance cases and share corrective actions. · Recommend process improvements to enhance customer experience and reduce errors. 3. Feedback & Coaching · Provide constructive feedback to agents on performance gaps. · Coordinate with Team Leaders for coaching sessions and improvement plans. · Conduct refresher training sessions when required. 4. Reporting & Documentation · Prepare daily, weekly, and monthly quality reports. · Track quality scores, trends, common errors, and improvement areas. · Maintain quality records, audit sheets, and compliance documentation. 5. Cross-Functional Coordination · Collaborate with Operations, Training, and HR teams to maintain quality standards. · Participate in calibration sessions to align scoring metrics across stakeholders. · Support process updates by sharing customer insights and quality findings. Required Skills & Qualifications: · Bachelor’s degree in any discipline. · Minimum 1–3 years ’ experience as a Quality Analyst. · Strong understanding of voice processes, quality parameters, and call evaluation frameworks. · Excellent communication, listening, and analytical skills. · Proficient in MS Excel, call auditing tools, and QA dashboards. · Ability to identify root causes and suggest improvement strategies. Key Competencies: · Attention to detail · Problem-solving and analytical thinking · Coaching and feedback skills · Time management and multitasking · Process-oriented mindset · Customer-first approach Contact Person: (HR Team) Monalisha Swain - 6370884664 Shayan Azmi - 7853904264 Job Types: Full-time, Permanent Benefits: Health insurance Provident Fund Work Location: In person
Department: QRT Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank Reporting To: Manager Employment Type: Full-time Job Purpose: The Quick Response Team (QRT) Executive is responsible for providing immediate support on escalated calls, monitoring critical issues in real-time, and ensuring quick resolution to maintain service quality across Customer Support, Collections, and Sales processes. The role acts as a bridge between agents, team leaders, and management to reduce escalations, improve customer satisfaction, and enhance overall process performance. Key Responsibilities:1. Real-Time Monitoring & Intervention · Monitor live calls across Customer Support, Collections, and Sales to identify potential escalations. · Intervene immediately on critical or escalated cases to prevent customer dissatisfaction or compliance issues. · Provide on-the-spot guidance to agents during difficult interactions. 2. Escalation Handling · Take ownership of customer escalations and ensure timely resolution. · Coordinate with Team Leaders, Quality Analysts, and other departments to resolve complex cases. · Maintain escalations log and follow up until closure. 3. Support for Agents & Operations · Assist agents with process queries, difficult customer interactions, payment-related concerns, or sales objections. · Provide quick reference solutions or process updates during active operations. · Ensure agents adhere to scripts, compliance guidelines, and customer handling protocols. 4. Reporting & Documentation · Maintain records of escalated calls, issue types, and resolution turnaround times. · Share daily/weekly reports with the management on critical issues, trends, and improvement suggestions. · Highlight process gaps or repeated customer pain points. 5. Quality & Compliance Monitoring · Ensure adherence to compliance standards, especially in Collections and Sales processes. · Identify high-risk situations and take corrective action in real time. · Work closely with Quality and Training teams to provide feedback and corrective insights. 6. Cross-Functional Coordination · Collaborate with Quality Analysts, Team Leaders, Trainers, and Operations Managers. · Participate in calibration sessions and process improvement discussions. · Support rollout of new updates, scripts, or workflows. Required Skills & Qualifications: · Bachelor’s degree in any discipline. · Minimum 1–2 years ’ experience in BPO operations (Customer Support/Collections/Sales). · Prior experience in escalation handling, customer support, or quality monitoring preferred. · Strong communication, listening, and problem-solving skills. · Ability to think quickly and provide instant solutions under pressure. · Good command over call-handling etiquette and process knowledge. · Proficient in MS Excel and call monitoring tools. Key Competencies: · Quick decision-making · High adaptability · Conflict resolution skills · Strong customer service orientation · Patience and emotional management · Multitasking ability · Accuracy and attention to detail Contact Person: (HR Team) Monalisha Swain - 6370884664 Shayan Azmi - 7853904264 Job Types: Full-time, Permanent Benefits: Health insurance Provident Fund Work Location: In person