Executive - Communication Collection

Key Responsibilities

• Draft borrower communications including SMS, Emails, WhatsApp messages, IVR scripts, and Legal Notices across different stages of the collections journey.
• Ensure all communication complies with RBI guidelines, internal policies, and regulatory requirements.
• Maintain a professional, empathetic, and recovery-focused tone across all borrower communications.
• Coordinate with the Manager – Collections Operations for content review, approvals, and sign-off before deployment.
• Conduct A/B testing of communication content to improve borrower engagement, response rates, and recovery performance.
• Review and optimize communication templates based on campaign performance and business feedback.
• Collaborate with Collections, Operations, Product, Legal, Compliance, and Marketing teams to ensure consistent messaging.
• Maintain a repository of approved communication templates and version control.
• Track communication performance metrics and recommend improvements based on data insights.
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Required Skills & Qualifications

• Bachelor's degree in Communications, English, Journalism, Marketing, Business Administration, or a related field.
• 2–4 years of experience in content writing, borrower communications, collections, credit operations, or financial services.
• Prior experience in Collections, Banking, NBFC, or FinTech is preferred.
• Excellent written communication skills with strong grammar and attention to detail.
• Good understanding of RBI collection guidelines and compliance requirements.
• Experience in creating customer communication for multiple digital channels.
• Analytical mindset with experience in A/B testing and campaign optimization.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience or working knowledge of any one marketing/communication tool such as Interakt, WebEngage, CleverTap, MoEngage, Zoho Campaigns, HubSpot, or similar will be an added advantage.