Trainer – Collections & Customer Service

Job Title: Trainer – Collections & Customer Service

Department: Training & Quality / Operations

Location: Gurugram

Job Type: Full-Time

Reports to: Head of Operations

Job Summary:

We are seeking a highly skilled and DRA-certified Trainer – Collections & Customer Service to lead training initiatives for collection agents and customer service executives. The ideal candidate must possess in-depth knowledge of NBFC loan products, collection processes, and customer service protocols. This role is critical in ensuring that field and support teams are well-equipped with the knowledge and tools required to manage collections efficiently and address customer queries effectively. The trainer will work closely with the Quality team to monitor, evaluate, and enhance agent performance.

Key Responsibilities:

• Training Delivery (Collections):

o Conduct onboarding and refresher training sessions for collections agents, focusing

on repayment processes, soft skills, compliance, and field handling techniques.

o Educate agents on product structure, charge bifurcation (interest, processing fee,

penalties, etc.), and explain how to communicate this transparently to customers.

o Ensure all collection agents are DRA-certified and trained in line with RBI and NBFC

recovery guidelines.

• Training Delivery (Customer Service):

o Train customer service executives on addressing customer queries throughout the

loan lifecycle — from application and disbursal to repayment and closure.

o Provide guidance on KYC verification, OTP issues, account mismatches, EMI

reminders, and complaint resolution.

• Content Development & SOPs:

o Develop and continuously update training materials, scripts, FAQs, and knowledge

bases aligned with product and regulatory changes.

o Assist in documenting and standardizing processes for customer support and

collections.

• Performance Monitoring & Feedback:

o Collaborate with the Quality team to monitor the performance of collections and

customer service staff through call audits, field feedback, and performance KPIs.

o Identify training gaps and conduct periodic refresher sessions to improve compliance

and effectiveness.

• Compliance & Conduct:

o Ensure all training promotes ethical practices, legal compliance, and customer

dignity in collections and support interactions.

o Reinforce customer-centric approaches in all training programs.

Requirements:

• Certification:

o Must possess a valid DRA (Debt Recovery Agent) Certification as per RBI norms.

• Experience:

o Minimum 3–5 years of experience in training roles within NBFCs, banks, or fintechs,

with a strong background in collections and customer service.

• Education:

o Graduate in any discipline. Preference for candidates with certifications in training,

finance, or customer relationship management.

• Skills:

o Strong communication, presentation, and interpersonal skills.

o In-depth understanding of NBFC personal loan products and collection

methodologies.

o Ability to analyze agent performance metrics and design targeted training.

o 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.

Job Type: Full-time

Pay: ₹35,000.00 - ₹45,000.00 per month

Work Location: In person