Tele Caller

Job Title: Tele Calling Officers (TCOs)

Location: Okhla Phase 2, New Delhi

Salary: Up to 4 LPA

Job Type: Full-time, In-house Collection Call Center

Reports to: Tele Calling Manager

Job Summary:

We are looking for dynamic and goal-oriented Tele Calling Officers for our in-house collection call center. The role involves contacting customers who have defaulted on their Microfinance loans, negotiating repayment plans, and ensuring recovery in compliance with regulatory guidelines. The ideal candidate must possess strong communication and negotiation skills, with a focus on empathy and professionalism.

Key Responsibilities:

Debt Collection:

- Make outbound calls to customers with overdue loans.

- Remind customers of upcoming due dates and assist in payment processes.

- Negotiate repayment plans or loan restructuring options for customers facing financial difficulties.

Customer Interaction:

- Handle customer queries related to loan repayments, due dates, and account balances.

- Provide excellent customer service while enforcing company policies on loan repayments.

- Maintain a professional and empathetic tone throughout customer interactions.

Follow-up & Monitoring:

- Conduct follow-up calls to customers who have committed payments (Promise to Pay).

- Track customer repayment progress and escalate cases to the supervisor as needed.

- Manage daily call lists and ensure that all accounts assigned are worked upon.

Compliance:

- Ensure all communications are in line with RBI guidelines and company policies.

- Maintain confidentiality of customer information and adhere to data protection regulations.

- Record all call details in the CRM accurately, including payment promises and customer responses.

Key Requirements:

- Education: Minimum 12th pass & DRA certification (Debt Recovery Agent certified by IIBF) would be an added advantage.

- Minimum 2 years of experience in tele-collections (Microfinance, unsecured loans preferred).

- Strong verbal communication skills in Hindi and regional languages are a plus.

- Aptitude to resolve customer issues or escalate when necessary.

- Basic computer skills for updating customer information and handling CRM systems.

Benefits: As per company policy (Medical Insurance, Incentives based on performance, etc.).