Telecalling Team Leader

Key Responsibilities:

• Communication & Negotiation:Initiate contact with delinquent borrowers via phone, email, and written correspondence to discuss outstanding loan balances and repayment options.
• Negotiate repayment plans, settlements, or modifications with borrowers based on their financial capacity and company guidelines.
• Handle objections and provide clear explanations of loan terms, consequences of non-payment, and available solutions.
• Maintain a professional and empathetic approach while ensuring clear and firm communication regarding recovery efforts.
• Case Management & Documentation:Monitor assigned loan portfolios to identify at-risk accounts and proactively engage with borrowers.
• Accurately document all communication, actions taken, and repayment arrangements in the loan management system.
• Prepare and process necessary paperwork for loan restructuring, settlements, or legal action initiation.
• Maintain updated knowledge of all products, policies, and procedures related to loan recovery.
• Compliance & Risk Management:Ensure all recovery activities comply with internal policies, external regulations (e.g., fair debt collection practices), and legal requirements.
• Identify potential fraud or misrepresentation cases and escalate them appropriately.
• Contribute to the identification of process improvements to enhance recovery rates and reduce future delinquencies.
• Reporting & Analysis:Track and report on individual recovery performance metrics (e.g., collection rates, number of accounts recovered).
• Provide insights and feedback on portfolio performance to management.
• Collaboration:Work closely with legal departments, field agents, or external collection agencies when legal action or external intervention is required.
• Collaborate with other departments, such as underwriting or customer service, to gather necessary information.