Trainer - Collections & Customer Service

Key Responsibilities:

• Training Delivery (Collections):

  Conduct onboarding and refresher training sessions for collections agents, focusing on repayment processes, soft skills, compliance, and field handling techniques. Educate agents on product structure, charge bifurcation (interest, processing fee, penalties, etc.), and explain how to communicate this transparently to customers. Ensure all collection agents are DRA-certified and trained in line with RBI and NBFC recovery guidelines.

• Training Delivery (Customer Service):

  Train customer service executives on addressing customer queries throughout the loan lifecycle from application and disbursal to repayment and closure. Provide guidance on KYC verification, OTP issues, account mismatches, EMI reminders, and complaint resolution.

• Content Development & SOPs:

  Develop and continuously update training materials, scripts, FAQs, and knowledge bases aligned with product and regulatory changes. Assist in documenting and standardizing processes for customer support and collections.

• Performance Monitoring & Feedback:

  Collaborate with the Quality team to monitor the performance of collections and customer service staff through call audits, field feedback, and performance KPIs. Identify training gaps and conduct periodic refresher sessions to improve compliance and effectiveness.

• Compliance & Conduct:

  Ensure all training promotes ethical practices, legal compliance, and customer dignity in collections and support interactions. Reinforce customer-centric approaches in all training programs.

Requirements:

• Certification: Must possess a valid DRA (Debt Recovery Agent) Certification as per RBI norms.
• Experience: Minimum 3-5 years of experience in training roles within NBFCs, banks, or fintechs, with a strong background in collections and customer service.
• Education: Graduate in any discipline. Preference for candidates with certifications in training, finance, or customer relationship management.
• Skills:Strong communication, presentation, and interpersonal skills. In-depth understanding of NBFC personal loan products and collection methodologies.
• Ability to analyze agent performance metrics and design targeted training.
• Proficiency in preparing training reports, decks, and documentation.

Preferred Qualifications:

• Experience with digital training tools (LMS, virtual training platforms).
• Working knowledge of quality monitoring tools and CRM systems.
• Fluency in English, Hindi, and any additional regional language will be added advantage