Collection Executive

Pineq Technology Labs; Gurugram District; On-site; INR 450,000 - 600,000; Full time

Job summary

Pineq Technology Labs in Gurgaon is seeking a Collections Specialist to join our US-based First-Party Collections/Customer Care team. You will manage overdue accounts, billing inquiries, and repayment options with a focus on empathetic communication and customer resolution.

The role requires handling inbound and outbound calls to US customers, reviewing statements and histories, and negotiating workable payment arrangements while maintaining high standards of service and compliance.

Qualifications

• Experience in First-Party US/International Collections or US Customer Support.
• Comfortable with inbound and outbound international calls.
• Strong negotiation, conflict-resolution, and problem-solving skills.
• High EQ and ability to handle sensitive conversations.
• Willingness to work US shifts/night shifts and Gurgaon office.

Responsibilities

• Handle inbound and outbound calls with US-based customers regarding overdue accounts.
• Discuss outstanding balances and explain account history.
• Identify and resolve billing disputes, payment issues, and discrepancies.
• Review statements, payment history, and ledger details.
• Negotiate realistic payment arrangements.
• Document call outcomes and commitments in the CRM.
• Follow up on promised payments and maintain records.
• Maintain high level of customer service, empathy, and professionalism.
• Follow company policies, compliance, quality standards, and procedures.

Skills

First-Party Collections

US Collections

International Voice Process

US Customer Support

Inbound/Outbound Calls

Negotiation

Conflict Resolution

Emotional Intelligence

CRM Systems

Tools

CRM systems

Job description

Job Description: Collections Specialist

Location: Gurgaon (Gurugram)
Work Mode: Work from Office
Process: US Collections / First-Party Collections
Shift: US Shifts
Experience: 1+ year preferred
Language: English B2 level or above

Job Summary

We are hiring Collections Specialists for our US-based First-Party Collections / Customer Care team in Gurgaon. This is a customer-focused collections role, where you will assist US customers with overdue accounts, billing concerns, account history, and suitable repayment solutions.

The role focuses on empathetic communication and customer resolution, rather than aggressive or hard collections.

Key Responsibilities

• Handle inbound and outbound calls with US-based customers regarding overdue accounts.
• Discuss outstanding balances professionally and help customers understand their account history.
• Identify and resolve billing disputes, payment issues, and account discrepancies.
• Review customer account statements, payment history, and ledger details.
• Negotiate and establish realistic payment arrangements based on customer circumstances.
• Document call outcomes, payment commitments, disputes, and account updates accurately in the CRM system.
• Follow up on promised payments and maintain accurate account records.
• Maintain a high level of customer service, empathy, and professionalism during difficult conversations.
• Follow company policies, compliance guidelines, quality standards, and collection procedures.

Required Skills & Qualifications

• Experience in First-Party Collections, US Collections, International Voice Process, or US Customer Support.
• Comfortable handling inbound and outbound international calls.
• Good understanding of billing, payments, account statements, outstanding balances, and payment arrangements.
• Strong negotiation, conflict-resolution, and problem-solving skills.
• High emotional intelligence (EQ) and ability to handle sensitive customer conversations.
• Strong attention to detail while reviewing account ledgers and transaction history.
• Good knowledge of CRM systems and call documentation.
• Willingness to work in US shifts/night shifts.
• Candidates must be willing to work from the Gurgaon office and fall within the defined cab transport zone.