Telecaller

Telecaller role (Collection)

Role Purpose

To conduct outbound and inbound collection calls for the bank’s loan customers, ensuring timely payment follow‑ups, resolution, and customer engagement while strictly adhering to RBI guidelines, bank SOPs, and Fair Practices Code.

Reporting Structure

Reports To: Team Leader / Collections Supervisor

Function: In‑house Bank Calling Team

Key Responsibilities

Make outbound calls to customers for payment reminders and overdue follow‑ups

Handle inbound customer calls related to dues, repayment, and queries

Explain overdue status, charges, and payment options clearly to customers

Negotiate and secure commitments to pay (PTPs) within approved limits

Update call outcomes, PTPs, and customer interactions accurately in systems

Escalate disputes, complaints, or sensitive cases to Team Leader

Follow approved calling scripts, timings, and conduct standards

Maintain high quality, compliance, and customer experience on calls

Support field or agency teams through coordination when required

Key Skills

Good communication and negotiation skills

Customer‑centric and calm approach

Basic computer and CRM system knowledge

Ability to work with targets and call volumes

Qualification & Experience

Graduate

0–3 years of experience in banking/NBFC collections or call center

Knowledge of credit card/loan products and DPD concepts preferred

DRA Certification

• It is a Full Time టెలిసెల్స్ / టెలిమార్కెటింగ్ job for candidates with 0 - 3 years of experience.