Debt Collection Representative (US, Voice)

Epicenter Technologies Pvt. Ltd; Mumbai; On-site; INR 279,000 - 390,600; Full time

Benefits offered by this job

Ongoing training and mentorship

Recognition as a top BPO provider

Job summary

A leading BPO company in Mumbai is seeking a driven US Debt Collection Representative to manage inbound and outbound collection calls. The position emphasizes professionalism and negotiation skills to help customers settle their debts. Candidates should possess a high school diploma, with at least 1 year of international BPO experience. The role requires strong English communication skills, a problem-solving mindset, and the ability to work in 24x7 rotational shifts. This opportunity offers training and mentorship in a reputable organization committed to employee growth.

Qualifications

• Minimum 1 year of international BPO experience required.
• Comfortable working in 24x7 rotational shifts.
• Ability to join immediately with documents ready for verification.

Responsibilities

• Handle inbound and outbound collections calls with professionalism.
• Meet revenue targets while adhering to quality parameters.
• Develop customized payment plans based on customer circumstances.

Skills

Excellent English communication skills

Strong negotiation and persuasion abilities

Problem-solving mindset

Collaborative team player

Ability to analyze financial information

Education

High school diploma or equivalent

Graduation degree

Tools

CRM systems

Job description

About Epicenter

For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Hereyou'llfind a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reasonwe'retrusted by global clients.

Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.

About the Job

We're looking for a driven and empathetic US Debt Collection Representative to join our customer service team. In this voice-based role, you'll handle inbound and outbound collection calls, working with customers to develop payment solutions while maintaining the highest standards of professionalism and compliance. This position offers an opportunity to develop strong negotiation skills and contribute to revenue targets while helping customers resolve their financial obligations.

Location/Hours

Location: Mumbai

Shift: 24x7 Rotational shifts (Should be comfortable working in all shifts)

Job Responsibilities / Expectations

• Handle inbound and outbound collections calls with professionalism and empathy
• Meet revenue targets whilst adhering to quality parameters and compliance standards
• Analyze customer accounts and make sound decisions regarding repayment options
• Develop customized payment plans based on customer circumstances
• Negotiate debt payments effectively while maintaining positive customer relationships
• Maintain and update customer files accurately in the system
• Closely follow collections scripts to ensure client expectations are met
• Record all customer payments accurately and in a timely manner
• Notate all customer conversations and circumstances accurately for future reference
• Take ownership of customer issues until resolution is achieved
• Demonstrate problem-solving mindset when addressing payment challenges
• Collaborate with team members and contribute positively to group goals
• Ensure compliance with all regulatory requirements and company policies
• Handle difficult conversations with tact and professionalism

Minimum Qualifications

• Age: 20 years to 35 years
• High school diploma or equivalent (minimum requirement)
• Minimum 1 year of international BPO experience (mandatory)
• Excellent English communication skills (vocal and written)
• Strong negotiation and persuasion abilities
• Problem-solving mindset with ownership mentality
• Ability to analyze financial information and make informed decisions
• Collaborative team player with positive attitude
• Comfortable working in 24x7 rotational shifts
• Ability to join immediately with all documents ready for background verification

Desired Qualifications

• Graduation degree
• Previous experience in collections or debt recovery
• Knowledge of US debt collection regulations and compliance standards
• Experience with CRM systems and customer management tools
• Strong time management and organizational skills
• Ability to handle high-pressure situations with composure
• Empathy and customer-centric approach

Why Join Epicenter?

We believe in investing in our people. At Epicenter you'll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.

Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.