- Location
- Bengaluru
- Department
- Operations
- Source
- Keka
Description
About the role
You will call customers who have overdue payments and get them to pay. The job is to understand why the payment is late, agree a firm payment date and amount, and follow up until the money lands.
Responsibilities
- Make a high volume of outbound calls every day to customers with overdue payments.
- Confirm you are speaking to the right person before discussing the dues.
- Find out the reason for non-payment and record it.
- Negotiate and take a promise-to-pay (PTP) with a specific date, amount and payment mode.
- Share the payment link and guide the customer through the payment.
- Follow up on every PTP on its due date, and again on broken promises.
- Log the outcome of every call in the CRM or dialer on the same day.
- Escalate disputes, fraud claims and hardship cases to the Team Lead.
- Meet daily and monthly targets on calls connected, PTPs taken and amount collected.
- Follow the approved script and fair-practice rules on every call.
Requirements
Must have
- Prior experience in collections or outbound calling.
- Fluent spoken English, Hindi and at least one regional language.
- Clear, confident and polite on the phone.
- Able to stay calm and firm with angry or evasive customers.
- Good negotiation and persuasion skills.
- Basic computer skills: dialer, CRM, Excel or Google Sheets.
- Disciplined about follow-ups and accurate record keeping.
Good to have
- DRA certificate from IIBF.
- Additional regional languages.
- Working knowledge of collections terms such as DPD, bucket and PTP.
Skills
ExcelNegotiation