Collection Executive / Officer

Job SummaryWe are looking for a Collection Executive to manage X-BK (early/late delinquency) and Write-Off cases, with primary responsibility for customer follow-up, payment recovery, case resolution, and achievement of assigned collection targets.

The candidate will handle delinquent and written-off accounts through regular customer communication, field visits where required, payment negotiations, and systematic follow-up while ensuring compliance with company policies and applicable regulatory guidelines.

• Key ResponsibilitiesManage assigned X-BK and Write-Off customer accounts and ensure timely recovery of outstanding dues.
• Contact customers through calls, messages, and field visits to follow up on overdue payments.
• Understand the customer's repayment situation and identify appropriate recovery solutions.
• Negotiate payment commitments, settlements, and repayment plans as per company policy.
• Maintain regular follow-up on PTP (Promise to Pay) cases and ensure commitments are converted into actual collections.
• Track broken PTPs and take immediate follow-up action.
• Handle difficult and escalated customer cases professionally and work toward resolution.
• Conduct field visits for high-risk, non-contactable, and overdue accounts when required.
• Coordinate with internal teams regarding customer disputes, payment issues, documentation, and account status.
• Maintain accurate records of customer interactions, payment commitments, field visits, and recovery status in the collection system.
• Ensure timely updating of collection MIS and daily activity reports.
• Focus on achieving assigned monthly recovery and collection targets.
• Identify high-risk accounts and prioritize cases based on outstanding amount, delinquency level, and recovery potential.
• Follow all company policies, collection procedures, customer service standards, and applicable regulatory guidelines.
• Ensure that all collection activities are conducted professionally and without harassment or inappropriate customer communication.
• Support the team in reducing overall delinquency and improving recovery from written-off accounts.
• Key Performance Indicators (KPIs)Monthly collection / recovery target achievement
• X-BK resolution rate
• Write-Off recovery amount
• PTP conversion and PTP adherence
• Number of accounts resolved
• Contactability and successful customer engagement
• Field visit productivity
• Recovery rate from assigned portfolio
• Quality and accuracy of collection MIS
• Compliance with collection policies and procedures
• Required SkillsGood communication and negotiation skills
• Strong follow-up and persuasion abilities
• Ability to handle difficult customer conversations professionally
• Target-oriented and result-driven approach
• Basic knowledge of MS Excel and collection/CRM systems
• Good analytical and problem-solving skills
• Ability to prioritize high-risk and high-value accounts
• Willingness to travel for field collection, where applicable
• Ability to work independently as well as in a team