Debt Recovery Agent Telecaller

Job Description – DRA Telecaller

Job Title: DRA Telecaller / Debt Recovery Telecaller

Department: Collections & Recovery

Industry: Banking / NBFC / Financial Services

Employment Type: Full-Time

Experience: 6month –1 years in Telecalling / Collections / Recovery preferred

Qualification: 12th Pass / Graduate

DRA Certification: Mandatory / Preferred as per process

Job Summary

We are looking for a confident and target-oriented DRA Telecaller to join our Collections & Recovery team. The candidate will be responsible for contacting customers regarding overdue EMIs/outstanding dues, understanding payment issues, obtaining payment commitments, and ensuring timely recovery while following company policies and applicable recovery guidelines.

Key Responsibilities

Make outbound calls to customers regarding overdue EMIs and outstanding payments.

Inform customers about their pending dues and available payment options.

Follow up regularly on promised payments and payment commitments.

Negotiate suitable repayment solutions within approved company policies.

Handle customer objections, queries, and difficult conversations professionally.

Maintain accurate call records, customer responses, payment commitments, and follow-up details in CRM.

Achieve assigned daily, weekly, and monthly collection/recovery targets.

Escalate disputed, sensitive, or difficult cases to the Team Leader/concerned department.

Maintain professional, respectful, and ethical communication with customers.

Strictly follow company processes, DRA guidelines, and applicable compliance requirements.

Coordinate with internal teams for resolution of customer issues and recovery cases.

Required Skills

Excellent verbal communication and convincing skills.

Strong negotiation and follow-up ability.

Ability to handle pressure and rejection professionally.

Customer-handling and conflict-resolution skills.

Basic computer knowledge, including CRM/Excel.

Target-oriented and self-motivated approach.

Hindi and English communication required; regional language will be an advantage.

Eligibility

12th Pass or Graduate.

DRA Certification required/preferred depending on the process.

Freshers with valid DRA certification may be considered.

Prior experience in banking collections, loan recovery, telecalling, or NBFC processes is an advantage.

Performance Parameters

Collection/recovery achievement.

Number and quality of successful customer contacts.

Payment commitments and conversion.

Follow-up efficiency.

Call quality and compliance.

Accurate CRM/data updating.

Compensation

Salary: ₹16,000 – ₹17,000 Inhand 

(Can be modified according to experience, location, and company policy.)

Location: Ellisbridge, Ahmedabad

Time : 9am to 6pm

Week off : 1 Rotational