Telecaller

Job Description – Collection Department

Role Summary:

The Collection Executive is responsible for making outbound calls to customers for payment

reminders and overdue collections. The role involves managing customer communication

professionally, coordinating payments, and maintaining accurate records in CRM systems while

adhering to compliance guidelines.

Key Responsibilities:

Core Calling Responsibilities

• Make outbound calls to customers for payment reminders and overdue collections.

• Clearly explain due dates, overdue amounts, and total payable balances.

• Schedule and track follow-up calls and Promise to Pay (PTP).

• Handle early-stage to controlled escalation calls with professionalism.

Customer Communication

• Understand and document reasons for non-payment.

• Negotiate and persuade customers for timely payments.

• Manage customer objections calmly and professionally.

• Maintain a polite, professional, and compliant tone on every call.

Payment Coordination

• Guide customers on available payment methods such as online payment links, UPI, and

bank transfers.

• Encourage same-day or committed payments.

• Assist customers with payment confirmation and receipt-related queries.

CRM & Reporting

• Update accurate call remarks and details in CRM or dialer systems.

• Record PTPs, callbacks, disputes, and wrong numbers accurately.

• Report escalation cases to supervisors or managers promptly.


Compliance & Quality

• Follow RBI and company calling guidelines strictly.

• Adhere to approved calling hours, scripts, and data privacy regulations.

• Ensure quality, accuracy, and ethical practices in all collection calls.

Required Skills & Qualifications:

• Strong communication and negotiation skills.

• Basic computer proficiency and familiarity with CRM software.

• Ability to handle pressure and meet collection targets.

• Customer-focused with a solution-oriented approach.

• Professional and compliant with regulatory requirements.

Working Hours & Requirements:

• Willingness to work extended hours, including up to 12:00 AM during month-end

closing days, to meet collection targets and business requirements.

• It is a Full Time Telesales / Telemarketing job for candidates with 0 - 2 years of experience.