International Voice Process Agent

Job Descriptions – Sales, Presales & Customer Service cum NegotiationIndustry: UAE Debt Management & Financial Services

Work Location: India – Supporting Dubai Operations

1. SALES EXECUTIVE – DEBT MANAGEMENTDepartment: Sales

Position: Debt Consultant (DC)

Job PurposeWe are looking for highly motivated and target-driven Sales Executives to convert prospective customers into clients for our UAE debt-management services. The candidate will be responsible for understanding customers' financial difficulties, explaining our services and converting qualified leads into successful paid sign-ups.

• Key ResponsibilitiesHandle incoming leads received through calls, WhatsApp, websites and social media platforms.
• Contact new leads immediately and understand their financial situation.
• Explain the company's debt-management services and how the process works.
• Understand customer liabilities, including credit cards, personal loans and outstanding balances.
• Explain the benefits of professional bank negotiation and available repayment options without guaranteeing outcomes.
• Handle customer objections and convert interested prospects into paying customers.
• Follow up consistently with prospective customers until conversion.
• Explain service charges, payment terms and documentation requirements.
• Ensure initial or full payments are collected as per company policy.
• Coordinate with Presales for customer information and documentation.
• Ensure a proper handover to the Customer Service team after successful onboarding.
• Maintain accurate lead information and follow-up updates in CRM.
• Achieve daily, weekly and monthly sales and revenue targets.
• Skills & RequirementsStrong sales and convincing abilities.
• Excellent English communication skills.
• Ability to handle objections and close deals.
• Confident, persuasive and target-oriented.
• Good telephone etiquette.
• Ability to work under pressure and meet deadlines.
• Experience in banking, loans, credit cards, financial services or telesales will be an advantage.
• Performance Targets (KPIs)Daily, weekly and monthly paid sign-ups.
• Monthly revenue collection.
• Lead conversion ratio.
• Follow-up efficiency.
• Customer onboarding quality.
• CRM accuracy and documentation.

Ideal Candidate: Someone who is passionate about sales, motivated by incentives, confident on calls and capable of converting enquiries into business.

2. PRESALES EXECUTIVE – LEAD QUALIFICATIONDepartment: Presales

Position: Prescreener

Job PurposeWe are looking for detail-oriented and proactive Presales Executives to handle incoming customer enquiries, understand their financial situation, qualify potential customers and collect the required documentation before transferring qualified leads to the Sales team.

The role is critical because the quality of the Sales team's pipeline depends on accurate prescreening.

• Key ResponsibilitiesMonitor incoming enquiries from WhatsApp, websites, social media and other lead-generation platforms.
• Contact every new enquiry immediately.
• Verify the customer's name, email address and preferred callback time.
• Understand the customer's financial situation and reason for default.
• Identify the total number of credit cards and personal loans.
• Collect bank-wise details, including:
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• Bank name.
• Principal amount.
• Outstanding amount.
• Monthly EMI.
• Number of missed EMIs.
• Record the customer's monthly salary and salary bank.
• Check whether the salary account has an auto-debit arrangement with any liability bank.
• Understand whether the customer can change their salary account, where applicable.
• Identify the reason for financial difficulty, such as salary reduction, job loss, medical emergencies or other circumstances.
• Collect the necessary customer documents and upload them to the CRM.
• Ensure all information is complete and accurate before transferring the lead to Sales.
• Coordinate with Sales for any missing information or clarification.
• Maintain proper CRM records and lead status updates.
• Follow up on pending documents and incomplete enquiries.
• Skills & RequirementsExcellent communication and listening skills.
• Good English speaking and writing abilities.
• Ability to ask relevant questions and understand customer requirements.
• Strong attention to detail.
• Basic understanding of banking, credit cards and personal loans.
• Good computer and CRM knowledge.
• Ability to handle multiple enquiries simultaneously.
• Performance Targets (KPIs)Number of qualified leads.
• Complete documentation collection.
• Lead qualification accuracy.
• Speed of contacting incoming enquiries.
• Successful handover to Sales.
• CRM accuracy.
• Lead follow-up efficiency.

Ideal Candidate: Someone with excellent communication skills, patience, attention to detail and the ability to identify genuine and qualified customers.

3. CUSTOMER SERVICE CUM NEGOTIATION EXECUTIVEDepartment: Customer Service & Bank Negotiations

Position: CSR cum Negotiator

Job PurposeWe are looking for confident and responsible Customer Service cum Negotiation Executives to manage customers after onboarding and independently coordinate with banks to obtain suitable repayment, restructuring and settlement options.

This is a combined role involving customer relationship management, direct bank communication, negotiation, follow-ups and liability closures.

The employee will be responsible for managing the customer's journey from onboarding until the successful closure of their liabilities.

Key ResponsibilitiesA. Customer Relationship Management

• Take complete ownership of assigned customer accounts.
• Maintain regular communication with customers through calls, emails and WhatsApp.
• Understand customer financial circumstances and repayment capabilities.
• Explain the debt-management process and guide customers throughout the journey.
• Respond to customer queries promptly and professionally.
• Keep customers updated on bank responses, pending approvals and repayment proposals.
• Handle customer concerns and resolve issues professionally.
• Ensure customers understand the terms of any repayment plan before proceeding.

B. Direct Bank Negotiation

• Contact banks and assigned bankers directly through calls and emails.
• Negotiate suitable one-time settlements and restructuring plans.
• Request affordable monthly instalments and longer repayment tenures wherever possible.
• Explain the customer's financial circumstances to bank representatives.
• Follow up with bankers for pending proposals, approvals and revised offers.
• Request reconsideration when the proposed EMI or down payment is unaffordable.
• Maintain professional relationships with bank representatives.
• Ensure all bank offers and commitments are documented.
• Obtain customer confirmation before proceeding with any proposed plan.

C. Case Management & Coordination

• Maintain complete ownership of assigned cases.
• Update every customer and banker interaction in CRM.
• Follow up on pending bank responses within the required TAT.
• Coordinate with Field Negotiators when valid banker contact details are unavailable or direct bank intervention is required.
• Review existing CRM history before initiating any negotiation.
• Prepare cases before requesting bank visits.
• Coordinate with Dubai-based negotiators through the designated communication channel.
• Monitor payment dates and ensure customers are reminded of their commitments.
• Work towards successful case closures and liability closures.

D. Payment Collection & Retention

• Follow up with customers for pending initial payments and instalments.
• Ensure agreed payments are collected on the committed dates.
• Identify customers facing payment difficulties and escalate them appropriately.
• Encourage customers to maintain their repayment commitments.
• Support customer retention and prevent avoidable cancellations.
• Generate genuine customer reviews after successful service experiences.
• Skills & RequirementsExcellent English communication and email-writing skills.
• Strong negotiation and persuasion abilities.
• Confidence in communicating with bank representatives.
• Good customer relationship management skills.
• Ability to handle difficult customers and escalations.
• Knowledge of credit cards, personal loans and banking procedures.
• Strong follow-up and case-management abilities.
• Good CRM and computer skills.
• Ability to work independently and manage multiple customer accounts.
• Performance Targets (KPIs)Number of liability closures.
• Number of successful case closures.
• Approved bank repayment plans.
• Customer reviews.
• Actual payment collections.
• Bank negotiation productivity.
• Customer follow-up compliance.
• TAT adherence.
• Customer satisfaction and retention.
• Quality of CRM updates and documentation.

Ideal Candidate: Someone who is equally comfortable speaking to customers and negotiating with bank representatives, has excellent communication skills and takes ownership of responsibilities until the case is closed.