Trainer - Collections & Customer Service

5 days ago

Gurugram Haryana, India Bridgexcel innovations pvt ltd Full time

**Job Title: Trainer - Collections & Customer Service**

Department: Training & Quality / Operations

Location: Gurugram

**Job Type**: Full-Time

Reports to: Head of Operations

**Job Summary**:
**Key Responsibilities**:
**- Training Delivery (Collections)**:

- Conduct onboarding and refresher training sessions for collections agents, focusing

on repayment processes, soft skills, compliance, and field handling techniques.
- Educate agents on product structure, charge bifurcation (interest, processing fee,

penalties, etc.), and explain how to communicate this transparently to customers.
- Ensure all collection agents are DRA-certified and trained in line with RBI and NBFC

recovery guidelines.

**- Training Delivery (Customer Service)**:

- Train customer service executives on addressing customer queries throughout the
- Provide guidance on KYC verification, OTP issues, account mismatches, EMI

reminders, and complaint resolution.

**- Content Development & SOPs**:

- Develop and continuously update training materials, scripts, FAQs, and knowledge

bases aligned with product and regulatory changes.
- Assist in documenting and standardizing processes for customer support and

collections.

**- Performance Monitoring & Feedback**:

- Collaborate with the Quality team to monitor the performance of collections and

customer service staff through call audits, field feedback, and performance KPIs.
- Identify training gaps and conduct periodic refresher sessions to improve compliance

and effectiveness.

**- Compliance & Conduct**:

- Ensure all training promotes ethical practices, legal compliance, and customer

dignity in collections and support interactions.
- Reinforce customer-centric approaches in all training programs.

**Requirements**:
**- Certification**:

- Must possess a valid DRA (Debt Recovery Agent) Certification as per RBI norms.
- Experience:

- Minimum 3-5 years of experience in training roles within NBFCs, banks, or fintechs,

with a strong background in collections and customer service.

**- Education**:
finance, or customer relationship management.

**- Skills**:

- Strong communication, presentation, and interpersonal skills.
- In-depth understanding of NBFC personal loan products and collection

methodologies.
- Ability to analyze agent performance metrics and design targeted training.
- Proficiency in preparing training reports, decks, and documentation.

**Preferred Qualifications**:

- Experience with digital training tools (LMS, virtual training platforms).
- Working knowledge of quality monitoring tools and CRM systems.
- Fluency in English, Hindi, and any additional regional language will be added advantage.

Pay: ₹35,000.00 - ₹45,000.00 per month

Work Location: In person

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