Required Collection Telecaller - Hyderabad

Position Overview

We are looking for a Collection Telecaller to join our collections and recovery team. The role involves contacting individuals or businesses to collect overdue payments, negotiating repayment plans , and maintaining accurate records of collection activities. The ideal candidate should have strong communication skills, persuasive abilities, patience, and professionalism while dealing with customers facing payment delays. As a Collection Telecaller, you will act as the primary point of contact between the organization and customers regarding outstanding dues. You will play a crucial role in recovering pending payments while maintaining positive customer relationships and ensuring compliance with organizational policies.

Key Responsibilities

1. Outbound Collections Calling

• Contact customers with overdue payments via phone calls, emails, and SMS .
• Inform customers about their pending dues, payment deadlines, and consequences of default .
• Persuade and negotiate repayment plans that are mutually acceptable .
• Follow-up regularly with defaulters until full payment is received.

2. Negotiation & Repayment Planning

• Understand customer challenges in making payments and suggest suitable repayment options.
• Negotiate settlements while ensuring alignment with company policies and financial guidelines .
• Offer flexible solutions when required, such as EMIs or revised payment schedules .
• Maintain a balanced approach to ensure customer satisfaction while meeting recovery targets.

3. Dispute Resolution

• Listen carefully to customer grievances or disputes regarding payments.
• Investigate claims and coordinate with the accounts, billing, or legal team if needed.
• Provide accurate explanations regarding charges, penalties, or interest amounts.
• Resolve conflicts politely while maintaining professionalism and empathy.

4. Record Keeping & Reporting

• Maintain accurate and up-to-date records of all collection calls, follow-ups, and payments.
• Update customer interaction details and payment statuses in the company s CRM or database .
• Generate daily, weekly, and monthly collection reports for management review.
• Share customer insights and recurring issues to improve collection strategies.

5. Compliance & Policy Adherence

• Follow all company policies, legal requirements, and ethical collection practices .
• Ensure that customer data and financial information are handled securely.
• Avoid aggressive or threatening language during interactions.
• Stay updated on organizational rules, payment recovery laws, and RBI guidelines.

6. Team Collaboration

• Work closely with team members and supervisors to achieve recovery targets .
• Share best practices and strategies for effective customer negotiation.
• Coordinate with other departments such as accounts, operations, and legal when required.
• Participate in team meetings, workshops, and training sessions for continuous improvement.

Required Skills & Competencies

1. Technical Skills

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