Debt Recovery Agent

A Collection Telecaller manages outbound/inbound calls to customers with overdue payments, negotiating repayment terms while maintaining professionalism. They are responsible for meeting daily/weekly collection targets, updating account records, and ensuring adherence to compliance guidelines to reduce company losses and improve cash flow. [1, 2, 3]

Key Responsibilities

• Outbound Calling: Contact customers via phone regarding overdue payments, EMI defaults, or outstanding debts.
• Negotiation: Persuade customers to make payments, set up payment plans (PTP - Promise to Pay), and handle objections politely.
• Customer Interaction: Address queries or disputes regarding payments and maintain a professional, empathetic tone.
• Documentation: Accurately update customer records and payment status in the CRM or collection software.
• Target Achievement: Meet daily, weekly, or monthly collection goals (e.g., in bucket/NPA collections).
• Compliance: Adhere to legal and regulatory guidelines governing collections (e.g., fair debt collection practices). [1, 2, 3, 4, 5, 6, 7]

Required Skills and Qualifications

• Education: Minimum 10th/12th pass; graduates are preferred.
• Experience: 0–2 years of experience in collections, telecalling, or customer service.
• Communication: Strong negotiation, persuasion, and verbal communication skills in English and local languages.
• Technical Skills: Basic computer knowledge, especially in Microsoft Excel and CRM software.
• Soft Skills: Patience, resilience, and the ability to work under pressure.
• Certification: DRA (Debt Recovery Agent) certification is a plus. [1, 2, 3, 4, 5]

Commonly Targeted Metrics

• Total Amount Collected
• Percentage of Portfolio Resolved
• Number of Calls per Day
• Promise to Pay (PTP) Conversion Rate [1, 2, 3]