A Debt Recovery Agent is responsible for contacting loan pending customers with overdue payments to negotiate repayment plans and ensure timely debt recovery. The role requires excellent communication, negotiation, and problem-solving skills to professionally handle delicate situations while adhering to company and regulatory guidelines.
Key responsibilities
- Collections calls: Make outbound and handle inbound calls to contact customers with overdue credit card payments.
- Negotiate repayment: Explain outstanding balances, due dates, and consequences of non-payment. Negotiate and secure mutually acceptable repayment plans.
- Meet targets: Achieve daily, weekly, and monthly targets for collections, resolution rates, and normalization.
- Maintain records: Accurately log and document all customer communications, payment commitments, and follow-up activities in the CRM system.
- Ensure compliance: Adhere to internal collections guidelines and regulatory requirements set by the Reserve Bank of India (RBI), including the use of non-threatening language.
- Customer support: Provide information and support to help customers resolve their debt issues.
- Handle escalations: Coordinate with field recovery teams for cases that require in-person follow-up
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Qualifications and skills
- Education: SSLC or OR Above
- Experience: Freshers or Experienced
- Strong communication: Excellent verbal communication and active listening skills are essential for effective interaction with cardholders. Proficiency in regional languages may also be an advantage.
- Negotiation skills: The ability to negotiate effectively to arrange sustainable repayment solutions is critical.
- Professionalism and empathy: A patient and professional approach is required to handle difficult and emotionally charged conversations.
- Resilience: Persistence and mental resilience are necessary to manage the challenging nature of the role.
- Computer skills: Basic computer skills and familiarity with CRM software for data entry and record maintenance are needed.
- Regulatory knowledge: Understanding of debt collection laws and compliance procedures is a must.
- Preffered : DRA certified
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Job Type: Full-time
Pay: ₹18,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Internet reimbursement
- Paid sick time
- Paid time off
Work Location: In person
