Collection specialist

PineQ Lab Technology; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

PineQ Lab Technology in Gurgaon is seeking Collections Specialists for our US-based First-Party Collections / Customer Care team. This role focuses on empathetic communication to help US customers resolve overdue accounts and payment concerns, while adhering to company policies and quality standards.

You will manage inbound/outbound calls, review ledgers, negotiate payment arrangements, document outcomes in the CRM, and ensure accurate account records.

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 office and fall within the defined cab transport zone

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.

Skills

Customer communication

Negotiation

Empathy

Attention to detail

English proficiency

Tools

CRM systems

Job description

Location- Gurugram
We are hiring

Role- Collections Specialist
Location- Gurugram
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 office and fall within the defined cab transport zone