upGrad | Assistant Manager

1 week ago


pune, India upGrad Full time
Job Description: Assistant Manager – Collections and Customer Experience
Position Overview:
We are looking for an experienced Assistant Manager – Collections to lead our team, ensure timely recovery of overdue payments, and maintain strong customer relationships.
Key Responsibilities:
Team Leadership and Coaching: Manage and motivate the collections team to achieve targets and deliver exceptional performance, while coaching the team to have engaging interactions with the customer on every call.
Collections Process: Oversee payment recovery while minimizing customer churn and maintaining professionalism
CSAT – Customer Experience is non-negotiable, Drive customer experience CSAT and NPS score for the team
Customer Management: Resolve payment issues empathetically and document interactions in the CRM.
Compliance: Ensure all collections activities align with legal and regulatory standards.
Collaboration: Work with cross functional stakeholders resolve disputes and escalated cases.
Process Optimization: Leverage analytics and tools to enhance recovery rates and reduce defaults.
Skills & Qualifications:
Bachelor’s degree in finance or related field.
3–5 years of collections experience, with 1–2 years in a supervisory role (EdTech/fintech preferred).
Strong leadership, communication, and negotiation skills.
Proficiency in CRM and collections tools, Google sheet & Excel is a must
Analytical mindset and knowledge of industry regulations

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