customer care

2 days ago

Palakkad, Kerala, India VYAPARAVIJAYAM TRADES & AGENCIES PVT Full time ₹ 1,80,000 - ₹ 2,40,000 per year

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.

Job Type: Full-time

Pay: ₹15, ₹20,000.00 per month

Work Location: In person

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