Job Description

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: ₹18,000.00 - ₹35,000.00 per month

Benefits:

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