Collection Executive / Officer

Job Title: Telecaller – Collection & Recovery

Department: Collections / Recovery

Experience: 0–3 years (depending on company requirements)

Employment Type: Full-time

Job Summary- The Telecaller – Collection & Recovery is responsible for contacting customers with overdue payments, reminding them about outstanding dues, understanding the reasons for non-payment, and encouraging timely payment while maintaining professional customer relationships.

• Key ResponsibilitiesMake outbound calls to customers regarding overdue loans, EMIs, credit card bills, or other outstanding payments.
• Inform customers about pending amounts, due dates, and applicable payment terms.
• Follow up regularly with customers who have committed to making payments.
• Negotiate and obtain payment commitments (PTP – Promise to Pay) from customers.
• Handle customer questions, objections, and complaints professionally.
• Explain available payment options and assist customers with the payment process.
• Maintain accurate records of calls, customer responses, payment commitments, and follow-ups.
• Meet daily/weekly/monthly collection and recovery targets.
• Escalate difficult or unresolved cases to the appropriate supervisor or collection team.
• Follow company policies, collection procedures, and applicable customer communication guidelines.
• Maintain confidentiality of customer and account information.
• Required SkillsGood verbal communication and listening skills.
• Hindi and English communication; additional regional languages can be an advantage.
• Ability to handle difficult or unwilling customers calmly.
• Good persuasion and negotiation skills.
• Basic computer knowledge and ability to use CRM/dialer systems.
• Target-oriented and persistent approach.
• Ability to work under pressure and manage frequent calls.
• Good follow-up and record-keeping skills.
• Key Performance Indicators (KPIs)Daily number of calls completed.
• Collection/recovery amount achieved.
• Number and quality of PTPs obtained.
• PTP conversion/payment rate.
• Follow-up completion rate.
• Customer interaction quality.
• Monthly collection targets achieved.

Preferred Candidate Profile-A candidate with experience in telecalling, collections, loan recovery, banking, NBFC, credit cards, or customer service would be preferred. Freshers with strong communication and persuasion skills may also be considered.