Collection Specialist

Job Description – Personal Loan EMI Collection Executive

Position: EMI Collection Executive (Personal Loan)

Department: Collections

Location: As per company requirement

Reporting To: Collection Team Leader / Collection Manager

Role Summary:The Personal Loan EMI Collection Executive is responsible for contacting customers for timely EMI repayment, handling overdue accounts, and meeting monthly collection targets. The role requires effective communication, negotiation skills, and adherence to RBI-compliant collection practices.

Key Responsibilities

1. EMI Reminder & Payment Follow-upMake outbound calls to customers for EMI reminders before due dates.

• Follow up with overdue customers to collect pending EMIs.
• Share payment links, UPI details, or bank account details for repayment.
• Take PTP (Promise to Pay) commitments and ensure follow-through.

2. Overdue Account HandlingIdentify DPD (Days Past Due) categories such as 1–30, 31–90, and 90+.

• Negotiate repayment plans with customers facing financial difficulties.
• Educate customers regarding penalties, overdue interest, and consequences of delay.
• Handle escalated, critical, and skip accounts professionally.

3. Customer Interaction & Complaint ResolutionProvide clear explanations of loan terms, EMI amounts, and charges.

• Resolve customer issues related to payment failures, auto-debit, or UPI errors.
• Maintain polite, professional, and RBI-compliant communication at all times.
• Escalate fraud or legal-risk cases to the supervisor.

4. Reporting & DocumentationUpdate call remarks, PTP, broken PTP, and payment status in CRM or Google Sheets.

• Maintain daily MIS for calls, collections, PTP, and overall performance.
• Report daily/weekly collection status to the Team Leader.

Skills & Qualifications

• Education: 12th Pass / Graduate preferred
• Experience: 0–2 years in loan collections / telecalling (Freshers can apply).
• Good communication skills in Hindi and English.
• Basic knowledge of mobile apps, UPI, Google Sheets, and CRM tools.
• Strong negotiation and customer-handling skills.
• Target-driven with the ability to work under pressure.

Behavioral Requirements

• Professional and polite behaviour with customers.
• High level of patience and confidence during tough calls.
• Positive attitude and willingness to learn.
• Good listening and problem-solving skills.

Salary & Benefits

• Fixed salary + attractive incentives based on monthly collections.
• Attendance and performance bonuses.
• Career growth opportunities within Collections and Operations.