Debt Recovery Agent

Debt Collection Executive (DRA Certified) Location: Bengaluru Koramangala

Type: Full-time | 6-day week (Mon–Sat)

Compensation: Fixed salary + performance-linked incentives

Role Summary We’re hiring DRA-certified Debt Collection Executives with strong multi-language communication, skip-tracing expertise, and solid Excel/Word/Google Sheets & CRM skills to drive timely recoveries while maintaining 100% compliance.

• Key Responsibilities Make outbound/inbound calls to overdue customers; explain dues, resolve queries, and negotiate workable repayment/settlement plans (PTP, part-pay, OTS).
• Follow up on PTPs and broken promises; convert PTP to payment with disciplined reminders.
• Skip tracing: identify and reach hard-to-contact customers using databases, alternate numbers, references, social media signals, field coordination, and address verification.
• Document & CRM hygiene: log every interaction, update call outcomes, PTP dates/amounts, disputes, and proof of payments in the CRM accurately and on time.
• MIS & reporting: prepare daily/weekly trackers in Excel/Google Sheets (allocations, RPC, PTP, collections vs. target, dispute buckets).
• Coordinate with field executives and legal teams for escalations (Sec 138 NI Act, arbitration/Lok Adalat referrals as per process).
• Handle sensitive conversations with empathy; adhere to scripts, QA guidelines, and grievance protocols.
• Strictly follow RBI/DPDP 2023/TRAI DND norms and client/bank codes of conduct.
• Must-Have Qualifications Valid DRA Certification (submit proof at joining).
• 1–3 years’ experience in collections (tele calling /agency/NBFC/bank). Strong freshers with DRA may apply.
• Languages: Fluent in English + Kannada + Hindi (any one South Indian language like Tamil/Telugu/Malayalam is a plus).
• Negotiation & objection handling skills; calm under pressure with solution-seeking attitude.
• Tools:
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• Excel/Sheets: filters, sorting, text functions, basic formulas (IF, VLOOKUP/XLOOKUP, CONCAT), pivots (nice to have).
• Word/Docs: drafting notices/emails/WA templates.
• CRM (Fresh works/Zoho/custom dialer/agency CRM).
• Typing speed, WhatsApp Business etiquette, email basics, and data privacy awareness.
• Good-to-Have Experience across DPD buckets (0–30/31–90/90+).
• Exposure to skip-tracing tools, address mapping, and field coordination.
• Understanding of charge-off/settlement processes, cash apps/UPI receipts, and basic legal touchpoints.
• KPIs (What Success Looks Like)RPC % (Right-Party Contacts) & connect rate
• PTP conversion (PTP → Paid) & resolution rate
• Collections vs. target (daily/weekly/monthly)
• Average days to collect & broken PTP recovery
• QA/Compliance score, complaint rate, and call documentation accuracy
• Productivity: dials/day, unique connects, follow-up discipline
• Work Environment & Benefits Transparent incentive slabs tied to collections & quality.
• Weekly coaching on negotiation, compliance, and Excel/CRM best practices.
• Fast growth path to Senior Collector / Team Lead for consistent performers.