Required Collection Telecaller - Mumbai

1. Job Overview

We are looking for a DRA-certified Collection Telecaller to join our collections team. The candidate will be responsible for communicating with delinquent customers, negotiating payment plans, recovering overdue amounts, and updating customer interaction details in the system. This role demands strong communication skills, negotiation abilities, patience, and professionalism . The ideal candidate should be well-versed with banking recovery policies , RBI guidelines , and collection procedures , ensuring compliance while maintaining a customer-centric approach.

2. Key Responsibilities

A. Customer Communication & Debt Recovery

• Call delinquent customers and remind them of their pending dues .
• Explain outstanding balances, payment deadlines, and consequences of non-payment .
• Persuade and negotiate repayment plans, settlements, or restructuring options as per company policy.
• Build a positive rapport with customers while handling difficult conversations.

B. Payment Follow-Up & Settlement Handling

• Ensure timely follow-ups with customers until payments are received.
• Work closely with the recovery and accounts team to track pending and completed payments .
• Issue payment reminders via calls, SMS, WhatsApp, and emails .
• Educate customers on various payment modes like UPI, online transfer, and cheques.

C. Data Management & System Updates

• Maintain accurate and up-to-date customer information in the CRM or collection management system.
• Update call logs, payment commitments, and status reports after every interaction.
• Prepare daily, weekly, and monthly reports on recovery status and progress.

D. Compliance & DRA Guidelines

• Follow RBI, NBFC, and company guidelines for debt recovery practices.
• Ensure ethical and legal recovery procedures without rude or breach of regulations.
• Maintain customer confidentiality and adhere to data protection policies .
• Use approved DRA-certified communication methods during calls.

3. Required Skills & Competencies

A. Technical Skills

• Good knowledge of debt collection processes and RBI guidelines.
• Familiarity with DRA certification regulations and procedures.
• Basic computer knowledge for updating data in CRM systems.

B. Communication & Negotiation Skills

• Excellent verbal communication skills in English, Hindi, and regional languages.
• Ability to handle tough conversations calmly and professionally.
• Strong negotiation and persuasion skills to convince customers for repayment.

C. Personal Attributes

• Patience and empathy when dealing with stressed or frustrated customers.
• Result-oriented mindset to achieve monthly recovery targets .
• Attention to detail for accurate documentation and reporting.
• High level of integrity, ethics, and professionalism.

4. Educational Qualifications

• Mandatory: DRA (Debt Recovery Agent) Certification.