Collection Executive

Job Description (JD) – Recovery Agent (On-Call/Field)

Job Title: Recovery Agent

Department: Collections / Recovery

Location: As per business requirement

Employment Type: Full-Time

Job Summary

A Recovery Agent is responsible for contacting customers with overdue payments, following up on outstanding dues, and ensuring timely recovery while maintaining a professional and customer-friendly approach. The agent must adhere to company policies, legal guidelines, and ethical collection practices.

Key Responsibilities

• Contact customers via phone or in person regarding overdue payments.

• Explain outstanding balances and available repayment options.

• Negotiate payment plans with customers when applicable.

• Follow up regularly to ensure timely payment of dues.

• Update customer interaction details and payment status in the system.

• Coordinate with internal teams for account resolution.

• Maintain confidentiality of customer information.

• Achieve monthly recovery and collection targets.

• Ensure compliance with company policies and regulatory guidelines.

• Escalate complex or disputed cases to the concerned team.

Required Skills

• Good communication and negotiation skills.

• Strong convincing and problem-solving abilities.

• Basic computer knowledge (MS Excel, MS Word, CRM systems).

• Ability to handle difficult conversations professionally.

• Time management and target-oriented approach.

• Knowledge of collection and recovery processes.

Eligibility

• Minimum qualification: 12th Pass / Graduate (preferred).

• Freshers and experienced candidates can apply (experience in collections/recovery is an advantage).

• Basic knowledge of English and the local language.

• Willingness to work in rotational shifts, if required.

Preferred Experience

• 0–3 years of experience in collections, recovery, customer service, or BPO.

Key Performance Indicators (KPIs)

• Monthly recovery amount achieved.

• Collection efficiency.

• Promise-to-Pay (PTP) conversion rate.

• Call quality and compliance score.

• Customer interaction quality.

• Attendance and productivity.

Salary & Benefits

• Fixed salary + performance-based incentives.

• Provident Fund (PF) and Employee State Insurance (ESI), as applicable.

• Paid leave and other company benefits.

• Training and career growth opportunities.

This JD is suitable for recovery agent roles in banks, NBFCs, fintech companies, and BPO collection processes.

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