Collections Telecalling Executive

Convin.AI; Bengaluru; On-site; INR 250,000 - 450,000; Full time

Job summary

Convin.AI in Bengaluru is seeking a collections associate responsible for contacting customers with overdue payments, understanding delays, and negotiating firm payment dates. You will also log outcomes in the CRM and strive to meet daily and monthly targets.

Ideal candidates will have experience in collections or outbound calling, fluent English and Hindi, and strong negotiation and communication skills to remain calm with difficult customers, while following scripts and fair-practice rules.

Qualifications

• Prior experience in collections or outbound calling.
• Fluent spoken English, Hindi and at least one regional language.
• Clear, confident and polite on the phone.

Responsibilities

• Make a high volume of outbound calls 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.

Skills

Outbound calling

Negotiation

Communication

Fluent English

Fluent Hindi

Regional language

Tools

Dialer

CRM system

Excel/Google Sheets

Job 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.