Customer Care

1 week ago

Palakkad District Kerala, India VYAPARAVIJAYAM TRADES & AGENCIES PVT.LTD Full time

**ob Title**:
**Customer Care / Collection Executive**

**Department**:
Customer Service / Collections / Branch Operations

**Reporting To**:
Branch Manager / Collection Manager / Regional Head

**Job Purpose**:
To ensure timely collection of dues, maintain healthy customer relationships, resolve payment-related issues, and provide prompt customer support to achieve branch recovery and service targets.

**Key Responsibilities:1. Customer Interaction & Relationship Management**
- Communicate courteously with customers via phone, WhatsApp, or in-person visits.
- Address and resolve customer queries or complaints related to loans, payments, or account status.
- Build positive relationships with customers to maintain long-term trust.

**2. Collection & Recovery**
- Follow up with customers for EMI / overdue payments as per collection targets.
- Maintain daily follow-up records and update collection status in system or reports.
- Negotiate with customers for payment commitments and ensure adherence.
- Visit customers’ premises when required for field recovery activities.
- Coordinate with legal or repossession teams for chronic default cases.

**3. Documentation & Reporting**
- Maintain accurate records of payment follow-ups and receipts.
- Submit daily, weekly, and monthly collection reports to the Branch / Collection Manager.
- Ensure all collection documents and receipts are properly filed and updated.

**4. Compliance & Process**
- Adhere to company’s collection policies, code of conduct, and regulatory guidelines.
- Ensure confidentiality of customer data and avoid any unethical practices.
- Support audit and compliance checks as required by management.

**Skills & Competencies**:

- Strong communication and negotiation skills.
- Basic computer knowledge (MS Excel, CRM tools, loan management software).
- Patience and customer-handling ability.
- Target-oriented with problem-solving attitude.
- Willingness to travel for field collections if required.

**Qualification & Experience**:

- **Education**: Minimum +2 / Graduate in any discipline.
- **Experience**: 0-3 years in customer service, loan collections, or financial services (preferred).

**Key Performance Indicators (KPIs)**:

- Monthly collection efficiency (%).
- Number of customer interactions / follow-ups.
- Reduction in overdue / NPA accounts.
- Customer satisfaction level.

Pay: ₹15,578.00 - ₹20,000.00 per month

Work Location: In person

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