Key Responsibilities

1. Customer Contact: Contact delinquent customers via phone calls, emails, letters, and SMS reminders to remind them of overdue payments and negotiate repayment arrangements.
2. Payment Negotiation: Negotiate with customers to establish feasible payment plans based on their financial situation, ensuring compliance with company policies and regulatory requirements.
3. Account Resolution: Work closely with customers to resolve payment disputes, address inquiries, and provide assistance in resolving outstanding balances, aiming to achieve amicable solutions and prevent escalations.
4. Skip Tracing: Utilize skip tracing techniques to locate and contact customers who have changed their contact information or whereabouts, collaborating with internal teams and external agencies as necessary.
5. Documentation: Maintain accurate and updated records of all collection activities, including communication logs, payment arrangements, and account status updates, ensuring compliance with data privacy regulations.
6. Compliance Adherence: Ensure compliance with regulatory requirements, company policies, and industry best
   practices in collection activities, adhering to fair debt collection practices and maintaining confidentiality of customer information.
7. Performance Reporting: Provide regular updates on collection activities, delinquency rates, and account statuses to
   the collection manager, tracking key performance indicators (KPIs) and providing insights for process improvement.
8. Customer Service: Provide excellent customer service to delinquent customers, demonstrating empathy, patience,
   and professionalism in all interactions, and addressing customer concerns promptly and effectively.
9. Training and Development: Participate in training sessions and workshops to enhance skills and knowledge in debt
   collection techniques, negotiation strategies, and regulatory compliance, fostering professional development.
10. Collaboration: Collaborate with cross-functional teams, including credit, underwriting, and legal departments, to
    coordinate efforts in managing delinquencies, resolving disputes, and implementing collection strategies.

Qualification

• High school diploma or equivalent qualification required.
• 2+ years of experience in debt collection, preferably in the financial services industry or NBFC sector.
• Strong negotiation skills and ability to effectively communicate with customers to secure payment arrangements and resolve disputes.
• Familiarity with skip tracing techniques and tools for locating delinquent customers, including online databases and public records.
• Understanding of regulatory requirements governing debt collection practices, including fair debt collection practices and consumer protection laws.
• Attention to detail and ability to maintain accurate and organized records of collection activities and customer
  interactions.
• Proficiency in MS Office Suite and familiarity with collection management software and systems.