Collection Specialist

Pineq Technology Labs; Gurugram District; On-site; INR 320,000 - 520,000; Full time

Job summary

Pineq Technology Labs in Gurgaon, India, seeks Collections Specialists for their US-based First-Party Collections team. You will assist US customers with overdue accounts, billing concerns, and suitable repayment solutions with a focus on empathetic communication and customer resolution.

Role requires handling inbound/outbound international calls, reviewing ledgers, and negotiating payment arrangements while documenting outcomes in the CRM.

Qualifications

• Experience in First-Party US collections or US customer support.
• Strong verbal and written English (B2 or above).
• Comfort with inbound/outbound international calls.
• Understanding of billing, balances, and payment arrangements.
• Excellent negotiation and problem-solving skills.

Responsibilities

• Handle inbound and outbound calls with US-based customers on overdue accounts.
• Explain account history and discuss outstanding balances professionally.
• Identify and resolve billing disputes and payment issues.
• Review statements and ledger details for accuracy.
• Negotiate realistic payment arrangements based on customer circumstances.
• Document outcomes, commitments, disputes, and updates in the CRM.
• Follow up on payments and maintain accurate records.
• Maintain high levels of empathy, service, and professionalism.
• Adhere to company policies and collection procedures.

Skills

First-Party Collections

US Collections

International Voice Process

US Customer Support

English Proficiency

Call Handling

Negotiation

EQ & Empathy

Tools

CRM Systems

Call Documentation

Job description

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.
• Strong verbal and written English communication skills B2 level or above.
• 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 officeand fall within the defined cab transport zone