Collection Telecaller

Job Overview

• Role: Collection Telecaller / Telephone Collector
• Primary Objective: Recover overdue or delinquent payments (EMIs, invoices, or loans) while keeping daily call and recovery targets.

Key Responsibilities

• Outbound & Inbound Calling: Place high-volume reminder and follow-up calls to customers with pending or overdue bills.
• Payment Negotiation: Discuss financial situations with customers and agree on structured repayment plans or promise-to-date (PTP) commitments.
• Query & Dispute Resolution: Address billing questions, clarify statement breakdowns, and help resolve payment hurdles.
• CRM & Record Keeping: Log every call outcome, update ledger statuses, and record payment promises accurately in the collections software or Excel.
• Escalation Handling: Identify chronic defaulters, disputed accounts, or non-responsive cases and escalate them to senior team leads or field recovery teams.
• Ethical & Regulatory Compliance: Follow legal guidelines, company collection policies, and fair debt collection practices.

Required Skills & Qualifications

• Communication & Negotiation: Clear verbal skills in local languages (plus English/Hindi as needed) with strong persuasion and active listening.
• Empathy & Resilience: Ability to handle difficult, emotional, or high-pressure calls calmly without losing professionalism.
• Target-Oriented Mindset: Driven to meet daily call counts and monthly recovery percentages.
• Technical Proficiency: Basic computer literacy, familiarity with CRM/dialer tools, and spreadsheets (MS Excel / Google Sheets).
• Education: High school diploma, equivalent, or undergraduate degree preferred.