Senior Tele Caller

📌 Senior Collection Telecaller Profile

🎯 Role Overview

• A Senior Collection Telecaller is responsible for handling overdue accounts through phone-based recovery efforts.
• They act as a mentor to junior telecallers, manage escalated cases, and ensure compliance with recovery policies.
• Their focus is on maximizing collections while maintaining professionalism and customer respect.

🛠 Key Responsibilities

• Customer Contact: Call customers with overdue EMIs/loans to remind and persuade them to pay.
• Negotiation: Discuss repayment options, settlements, or restructuring plans with borrowers.
• Escalation Handling: Manage difficult or high-value accounts and escalate unresolved cases to field collection teams or legal departments.
• Team Support: Guide junior telecallers, share best practices, and help improve call quality.
• Compliance: Ensure all calls follow regulatory guidelines (e.g., RBI fair practices in India).
• Reporting: Maintain accurate records of calls, commitments, and recovery progress; prepare daily/weekly reports.

📊 Skills & Competencies

• Strong communication and persuasive skills.
• Ability to handle objections and negotiate repayment terms.
• Patience and resilience in dealing with challenging customers.
• Knowledge of EMI structures, loan products, and recovery processes.

Good Communication . Leadership , good convincing skills