TELE CALLER

A Debt Recovery Telecaller is responsible for contacting cardholders with overdue payments to negotiate repayment plans and ensure timely debt recovery. The role requires excellent communication, negotiation, and problem-solving skills to professionally handle delicate situations while adhering to company and regulatory guidelines.

Key responsibilities

• Collections calls: Make outbound and handle inbound calls to contact customers with overdue credit card payments.
• Negotiate repayment: Explain outstanding balances, due dates, and consequences of non-payment. Negotiate and secure mutually acceptable repayment plans.
• Meet targets: Achieve daily, weekly, and monthly targets for collections, resolution rates, and normalization.
• Maintain records: Accurately log and document all customer communications, payment commitments, and follow-up activities in the CRM system.
• Ensure compliance: Adhere to internal collections guidelines and regulatory requirements set by the Reserve Bank of India (RBI), including the use of non-threatening language.
• Customer support: Provide information and support to help customers resolve their debt issues.
• Handle escalations: Coordinate with field recovery teams for cases that require in-person follow-up
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Qualifications and skills

• Education: A high school diploma or equivalent is typically required, with a bachelor's degree often preferred.
• Experience: Proven experience in debt collection, tele-calling, or a customer service role, preferably within the Banking, Financial Services, and Insurance (BFSI) sector.
• Strong communication: Excellent verbal communication and active listening skills are essential for effective interaction with cardholders. Proficiency in regional languages may also be an advantage.
• Negotiation skills: The ability to negotiate effectively to arrange sustainable repayment solutions is critical.
• Professionalism and empathy: A patient and professional approach is required to handle difficult and emotionally charged conversations.
• Resilience: Persistence and mental resilience are necessary to manage the challenging nature of the role.
• Computer skills: Basic computer skills and familiarity with CRM software for data entry and record maintenance are needed.
• Regulatory knowledge: Understanding of debt collection laws and compliance procedures is a must.

Job Type: Full-time

Pay: ₹14,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Internet reimbursement
• Paid sick time
• Paid time off

Expected Start Date: 01/09/2025