to join our blended collections team. The role involves reaching out to customers with overdue credit accounts via
voice calls
and
chat
, ensuring timely payment recovery while maintaining excellent service standards.
Key Responsibilities:
Voice-Based Collections:
Make outbound calls to customers for overdue payment reminders.
Negotiate payment plans and settlements within defined guidelines.
Handle inbound calls from customers regarding their credit dues.
Chat-Based Collections:
Engage with customers over live chat to discuss pending payments or billing issues.
Provide account information, payment links, and resolve queries in real-time.
Document chat conversations in the CRM accurately.
Payment Coordination:
Send payment reminders, links, and instructions via SMS or email.
Follow up on broken promises to pay (PTPs) and escalate high-risk accounts when necessary.
CRM & Documentation:
Update customer interactions, payment commitments, and disposition in the system.
Maintain accurate records of communication and recovery attempts.
Customer Service & Dispute Handling:
Address billing-related queries, disputes, or complaints with empathy and professionalism.
Liaise with internal teams for resolution of escalated cases.
Compliance:
Adhere to company policies, RBI guidelines, and collection best practices.
Maintain customer confidentiality and data protection protocols.
Key Skills & Competencies:
Strong communication skills - both verbal (Hindi/English/regional language) and written
Experience in chat-based customer handling
Knowledge of credit and collections process
Persuasive and negotiation abilities
Target-driven and results-oriented
Good typing speed and multitasking capability
Basic understanding of Excel, CRM tools, and digital payment systems
Qualifications & Experience:
Education:
Minimum HSC (12th pass); Graduate preferred
Experience:
1-2 years in collections, tele-calling, or customer support (voice/chat)
Language:
Proficiency in English + regional/local languages preferred