कलेक्शन एग्जीक्यूटिव

Telecaller – Collection & Recovery Department

Department: Collection & Recovery
Designation: Telecaller
Company: Amruta Credit Care Pvt. Ltd.

1. Job Summary

The Telecaller – Collection & Recovery is responsible for contacting customers with overdue payments, following up on pending dues, obtaining payment commitments, and achieving assigned collection targets through professional and effective communication.

2. Key Responsibilities

1. Make outbound calls to customers regarding overdue EMIs, pending payments, and outstanding dues.

2. Follow up with customers to obtain Promise to Pay (PTP) and ensure timely payment.

3. Explain pending dues and payment procedures to customers politely and professionally.

4. Maintain regular follow-ups with customers who have not made payments as committed.

5. Update customer call details, payment commitments, remarks, and follow-up dates in the CACS system or designated software.

6. Achieve daily, weekly, and monthly collection targets assigned by the Team Leader or Manager.

7. Coordinate with the Field Collection Team for customer follow-ups and payment updates, wherever required.

8. Escalate customer complaints, disputes, incorrect contact details, and difficult cases to the Team Leader.

9. Prepare daily call reports, collection reports, and PTP follow-up reports.

10. Follow company policies, the Code of Conduct, applicable RBI guidelines, and customer communication standards.

11. Ensure customer information remains confidential and is handled responsibly.

12. Avoid misbehavior, threatening language, harassment, or any unauthorized communication with customers.

3. Required Skills

• Good communication and convincing skills.

• Basic computer knowledge and familiarity with MS Excel.

• Ability to handle customer queries and objections professionally.

• Good follow-up, coordination, and time-management skills.

• Target-oriented approach and willingness to work in a team.

• Basic knowledge of collection and recovery processes is preferred.

4. Educational Qualification

• Minimum 12th pass; graduates will be preferred.

• Freshers and experienced candidates may apply.

• Previous experience in telecalling, banking, finance, loan collections, or recovery will be an advantage.

5. Performance Parameters (KPIs)

• Daily outbound calls completed.

• Monthly collection target achievement.

• PTP conversion and commitment fulfillment.

• Follow-up efficiency and overdue account resolution.

• Accuracy of system updates and reporting.

• Customer handling quality and compliance with company policies.

6. Reporting Authority

The Telecaller will report to the Team Leader / Floor Manager / Collection Manager, as assigned by the company.

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