Help Desk Executive/ Collection

Umbrella Facility Management Services; Sector 10; On-site; INR 254,000 - 304,000; Full time

Job summary

Umbrella Facility Management Services is seeking a results‑driven help desk/collections executive to manage debt recovery pipelines, contact customers with overdue balances, and resolve billing issues. You will log all interactions in real time within the CRM platform.

You will perform outbound recovery calls, negotiate repayment plans, maintain CRM records, follow up on promised payments, and escalate difficult accounts when required.

Qualifications

• 6 months to 3 years of experience in telecalling, collections, recovery, or a target-driven customer support role.
• CRM systems experience with Salesforce/Zoho/TeleCRM and MS Excel knowledge.
• Strong verbal communication and active listening in English and regional languages.

Responsibilities

• Outbound Recovery: Initiate daily outbound calls to customers regarding outstanding balances and overdue payments.
• Negotiation & Settlement: Evaluate customer financial situations and negotiate repayment schedules or settlement plans.
• 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 delaying the payment process.
• Escalation Management: Identify and elevate high-risk, uncooperative, or untraceable accounts to field collection agents or the legal team.

Skills

Telecalling/collections

CRM proficiency

English communication

Negotiation

Patience under pressure

Tools

Salesforce

Zoho

TeleCRM

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).