Telecalling Executive

A Telecollection Executive contacts customers via telephone to recover overdue payments, negotiate repayment schedules, and maintain account records while following ethical and legal debt recovery standards

Key Responsibilities

• Outbound Calling: Make high-volume daily calls to clients or customers with pending, overdue, or defaulted EMI/account balances.
• Payment Negotiation: Discuss financial situations empathetically and negotiate realistic payment plans or settlement terms.
• Record Keeping: Update CRM systems, databases, and collection software accurately with call outcomes, promise-to-pay (PTP) dates, and customer remarks.
• Target Achievement: Meet daily, weekly, and monthly collection efficiency and recovery targets.
• Coordination: Liaise with internal finance, billing, or field collection teams to resolve payment disputes and verify transactions.
• Compliance: Adhere strictly to company policies, fair debt collection practices, and applicable financial regulations.

Required Qualifications & Skills

• Education: Minimum High School Diploma (12th Pass) or a bachelor’s degree in a relevant field.
• Experience: Prior experience in telecalling, debt collections, customer service, or BPO/BFSI/NBFC environments is preferred.
• Communication Skills: Strong verbal communication, active listening, and telephone etiquette with persuasive negotiation abilities.
• Emotional Resilience: Ability to handle rejection, stress, and difficult or sensitive customer conversations with patience and empathy.
• Technical Skills: Basic computer proficiency, familiarity with MS Office, Google Sheets, or CRM/collection software

Work Environment & Metrics

• Mode: Typically office-based (on-site) or hybrid/remote depending on the employer.
• Key Performance Indicators (KPIs): Daily call volume (e.g., 100–150 calls/day), collection conversion rate, promise-to-pay adherence, and reduction in bucket-wise overdue accounts