Help Desk Executive ( Calling and collection )

Umbrella Facility Management Services; Sector 10; On-site; INR 246,000 - 312,000; Full time

Job summary

Umbrella Facility Management Services is seeking a result-oriented help desk/collection executive to join our team in Uttar Pradesh. You will manage debt recovery pipelines, contact accounts with overdue balances, and resolve billing issues while maintaining professional relationships.

Responsibilities include outbound recovery calls, negotiating settlements, CRM logging, follow-ups, and escalation when needed.

Qualifications

• 6 months to 3 years in telecalling, collections, recovery, or target-driven support.
• CRM proficiency with systems such as Salesforce, Zoho or TeleCRM; basic MS Excel knowledge.
• Strong English and regional language communication with active listening skills.

Responsibilities

• Outbound recovery: make daily calls to recover overdue balances.
• Negotiation & settlement: propose repayment schedules within guidelines.
• CRM management: log all interactions and promises-to-pay in the CRM.
• Follow-up: monitor promised dates and chase delays.
• Query resolution: address billing questions to speed up payments.
• Escalation management: refer high-risk accounts to field agents or legal.

Skills

Verbal communication

Active listening

Negotiation

Patience

Tools

Salesforce

Zoho

TeleCRM

MS Excel

Job description

Job Description

We are looking for a result-oriented and empathetic help desk/ calling Collection Executive to join our team. In this role, you will be responsible for managing debt recovery pipelines, contacting accounts with overdue balances, and resolving customer billing issues. Your main objective will be to maximize recovery rates while maintaining a professional and positive relationship with customers. You will work extensively with our CRM platform to track, update, and log all customer interactions in real-time.

Key Responsibilities

• Outbound Recovery: Initiate daily outbound calls to customers regarding outstanding balances and overdue payments.
• Negotiation & Settlement: Evaluate customer financial situations and negotiate realistic repayment schedules or settlement plans within company guidelines.
• CRM Management: Maintain real-time documentation of every call, dispute, refusal, and promise-to-pay (PTP) in the CRM system.
• Follow-up Pipeline: Monitor and track promised payment dates, executing timely follow-ups if timelines are missed.
• Query Resolution: Address and resolve primary customer billing queries or complaints that are delaying the payment process.
• Escalation Management: Identify and elevate high-risk, uncooperative, or untraceable accounts to field collection agents or the legal team.

Required Skills & Qualifications

• Experience: 6 months to 3 years of experience in telecalling, collections, recovery, or a target-driven customer support role.
• CRM Proficiency: Hands-on experience working with CRM systems (e.g., Salesforce, Zoho, TeleCRM) and basic MS Excel knowledge.
• Communication: Strong verbal communication and active listening skills in English and regional languages.
• Soft Skills: Excellent negotiation, objection handling, patience, and the ability to maintain composure under pressure.

Compensation & Benefits

• Salary: Up to 25,000 In-Hand per month (depending on experience and interview performance).