Collection Executive

Chola; Ernakulam; On-site; INR 180,000 - 300,000; Full time

Job summary

Chola in India seeks a proactive Loan Collection executive to manage EMI collections, follow-ups, and field visits to recover overdue accounts. You will document activities, maintain accurate records, and provide courteous customer service while explaining repayment options.

The role emphasizes meeting monthly targets, handling escalating cases, and updating the CRM with progress. Applicants should be prepared to interact with customers, visit locations as needed, and adhere to company policies

Responsibilities

• Collect EMI payments from customers whose payments are due or overdue.
• Follow up with customers through phone calls, messages, and field visits.
• Meet assigned monthly collection and recovery targets.
• Contact customers regarding upcoming and overdue EMIs.
• Understand the reason for delayed payment and encourage timely repayment.
• Negotiate repayment arrangements within company guidelines.
• Visit customers homes, workplaces, or business locations when required.
• Verify customer details and assess the reason for non-payment.
• Maintain proper records of field visits and customer interactions.
• Monitor assigned delinquent accounts.
• Take appropriate follow-up action based on the age and status of the overdue account.
• Escalate difficult or high-risk cases to the Collection Manager.
• Ensure collected payments are properly recorded and deposited through approved channels.
• Maintain accurate collection reports and customer records.
• Update the company’s collection system/CRM regularly.
• Resolve basic customer queries related to EMIs, outstanding amounts, and payment procedures.
• Maintain professional and respectful communication with customers.
• Explain available repayment options according to company policy

Job description

1. Loan Collection

• Collect EMI payments from customers whose payments are due or overdue.
• Follow up with customers through phone calls, messages, and field visits.
• Meet assigned monthly collection and recovery targets.

2. Customer Follow-up

• Contact customers regarding upcoming and overdue EMIs.
• Understand the reason for delayed payment and encourage timely repayment.
• Negotiate repayment arrangements within company guidelines.

3. Field Visits

• Visit customers homes, workplaces, or business locations when required.
• Verify customer details and assess the reason for non-payment.
• Maintain proper records of field visits and customer interactions.

4. Recovery of Overdue Accounts

• Monitor assigned delinquent accounts.
• Take appropriate follow-up action based on the age and status of the overdue account.
• Escalate difficult or high-risk cases to the Collection Manager.

5. Payment & Documentation

• Ensure collected payments are properly recorded and deposited through approved channels.
• Maintain accurate collection reports and customer records.
• Update the company’s collection system/CRM regularly.

6. Customer Service

• Resolve basic customer queries related to EMIs, outstanding amounts, and payment procedures.
• Maintain professional and respectful communication with customers.
• Explain available repayment options according to company policy