Collection Executive

About the role: You will call customers who have overdue payments and get them to pay. The job is to understand why the payment is late, agree a firm payment date and amount, and follow up until the money lands.

Responsibilities:

• Make a high volume of outbound calls every day to customers with overdue payments.
• Confirm you are speaking to the right person before discussing the dues.
• Find out the reason for non-payment and record it.
• Negotiate and take a promise-to-pay (PTP) with a specific date, amount and payment mode.
• Share the payment link and guide the customer through the payment.
• Follow up on every PTP on its due date, and again on broken promises.
• Log the outcome of every call in the CRM or dialer on the same day.
• Escalate disputes, fraud claims and hardship cases to the Team Lead.
• Meet daily and monthly targets on calls connected, PTPs taken and amount collected.
• Follow the approved script and fair-practice rules on every call.

Requirements:

Must have

• Prior experience in collections or outbound calling.
• Fluent spoken English, Hindi and at least one regional language.
• Clear, confident and polite on the phone.
• Able to stay calm and firm with angry or evasive customers.
• Good negotiation and persuasion skills.
• Basic computer skills: dialer, CRM, Excel or Google Sheets.
• Disciplined about follow-ups and accurate record keeping.

Good to have

• DRA certificate from IIBF.
• Additional regional languages.
• Working knowledge of collections terms such as DPD, bucket and PTP.