Payment Collection Agent
2 days ago
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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