Payment Collection Agent

2 days ago


Navi Mumbai, Maharashtra, India airpay payment services Full time ₹ 2,50,000 - ₹ 5,00,000 per year

Job Title: Call Center – Payment Collection Agent

Department: Customer Support / Operations

Reports To: Call Center Supervisor / Manager

Job Type: Full-time

Location: Vashi, Navi Mumbai

Job Summary: The Payment Collection Agent will be responsible for contacting customers to remind and recover overdue payments while maintaining a professional and customer-centric approach. The role involves handling inbound and outbound calls, resolving payment-related issues, and ensuring timely collection within company policies and compliance standards.

Key Responsibilities

  • Make outbound calls to customers regarding overdue or outstanding payments.
  • Follow up through phone, email, or SMS to ensure timely recovery of dues.
  • Maintain accurate records of customer interactions, payment commitments, and follow-ups in the system.
  • Negotiate payment arrangements and settlements within defined guidelines.
  • Handle customer queries and disputes in a polite, professional, and compliant manner.
  • Escalate unresolved issues or high-value cases to the supervisor or escalation team.
  • Meet daily, weekly, and monthly collection targets.
  • Ensure adherence to company policies, data privacy, and regulatory compliance (e.g., RBI/DPD norms, etc).
  • Contribute to improving recovery processes by providing customer insights and feedback.

Qualifications And Requirements

  • Education: Minimum 12th Pass; Graduate preferred.
  • Experience: 0–3 years in debt recovery, payment collection, or tele-calling (freshers welcome with good communication skills).
  • Experience in BFSI / Fintech / NBFC environment will be an advantage.

Skills

  • Strong communication and negotiation skills (Hindi/English; regional languages are a plus).
  • Basic computer proficiency and familiarity with CRM tools or dialer systems.
  • Ability to handle pressure and maintain professionalism.
  • Target-driven, persuasive, and customer-oriented.

Key Performance Indicators (KPIs)

  • Collection rate and recovery percentage.
  • Promise-to-pay (PTP) conversion rate.
  • Number of connected calls and follow-ups.
  • Compliance and call quality scores.
  • Customer satisfaction and minimal escalations.

Work Schedule

  • Rotational shifts (as per business hours).
  • 6-day working week (including weekends, if required).


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