Job Description

ob Title:

Customer Care / Collection Executive

Department:

Customer Service / Collections / Branch Operations

Reporting To:

Branch Manager / Collection Manager / Regional Head

Job Purpose:

To ensure timely collection of dues, maintain healthy customer relationships, resolve payment-related issues, and provide prompt customer support to achieve branch recovery and service targets.

Key Responsibilities:1. Customer Interaction & Relationship Management

Communicate courteously with customers via phone, WhatsApp, or in-person visits. Address and resolve customer queries or complaints related to loans, payments, or account status. Build positive relationships with customers to maintain long-term trust.

2. Collection & Recovery

Follow up with customers for EMI / overdue payments as per collection targets. Maintain daily follow-up records and update collection status in system or reports. Negotiate with customers for payment commitments and ensure adherence. Visit customers' premises when required for field recovery activities. Coordinate with legal or repossession teams for chronic default cases.

3. Documentation & Reporting

Maintain accurate records of payment follow-ups and receipts. Submit daily, weekly, and monthly collection reports to the Branch / Collection Manager. Ensure all collection documents and receipts are properly filed and updated.

4. Compliance & Process

Adhere to company's collection policies, code of conduct, and regulatory guidelines. Ensure confidentiality of customer data and avoid any unethical practices. Support audit and compliance checks as required by management.

Skills & Competencies:

Strong communication and negotiation skills. Basic computer knowledge (MS Excel, CRM tools, loan management software). Patience and customer-handling ability. Target-oriented with problem-solving attitude. Willingness to travel for field collections if required.

Qualification & Experience:

Education:

Minimum +2 / Graduate in any discipline.

Experience:

0-3 years in customer service, loan collections, or financial services (preferred).

Key Performance Indicators (KPIs):

Monthly collection efficiency (%). Number of customer interactions / follow-ups. Reduction in overdue / NPA accounts. Customer satisfaction level.
Job Type: Full-time

Pay: ₹15,578.00 - ₹20,000.00 per month

Work Location: In person