International Credit Card Process (Bangalore)

Shell Infotech; Bengaluru; On-site; INR 424,000 - 614,000; Full time

Job summary

Shell Infotech in Bengaluru is seeking detail-oriented candidates for voice process roles handling overdue credit card payments. You will contact customers, understand payment concerns, explain balances and due dates, and encourage timely payments while maintaining professionalism.

You will review accounts, investigate potential fraud, and document findings per policy. Education required is undergraduate or graduate.

Qualifications

• 1 year experience in collections, credit card collections, banking collections, loan collections, or debt recovery.
• Excellent written English communication.
• Strong analytical and investigative skills.
• Ability to identify patterns, discrepancies, and suspicious activity.
• Good decision-making and problem-solving skills.
• Strong documentation and case-handling skills.
• Ability to work with multiple systems and applications.
• Good attention to detail and accuracy.
• Ability to meet productivity, quality, TAT, and SLA targets.
• Good understanding of credit card transactions and dispute processes.

Responsibilities

• Contact customers by phone to follow up on overdue payments and outstanding balances.
• Understand customers' payment concerns and identify the reasons for delayed or missed payments.
• Clearly explain outstanding balances, payment due dates, and applicable payment options.
• Encourage customers to make payments and help them understand the importance of timely repayments.
• Discuss suitable payment arrangements in accordance with company policies and approved procedures.
• Handle customer queries, objections, and payment-related concerns professionally.
• Negotiate repayment arrangements within authorized guidelines.
• Maintain accurate records of customer interactions, payment commitments, and follow-up activities.
• Follow up with customers on promised payment dates and update the system accordingly.
• Maintain customer confidentiality and comply with company policies, quality standards, and applicable collection regulations.
• Achieve assigned collection targets, productivity metrics, and quality standards.
• Demonstrate empathy, patience, and strong negotiation skills while handling difficult conversations.

Skills

Collections

Written English

Analytical skills

Dispute handling

Customer service

Attention to detail

Education

Undergraduate / Graduate

Job description

We are looking for detail-oriented candidates to join our client in Voice Process, handling customers who have overdue credit card payments or outstanding balances. Employees are responsible for contacting customers, understanding the reasons for missed payments, explaining outstanding dues, and encouraging customers to make timely payments while maintaining professional and respectful communication.

The role involves reviewing customer accounts and transactions, investigating potential fraud, handling credit card and payment disputes, identifying financial crime risks, and documenting case findings in accordance with defined policies and procedures.

Key Responsibilities

• Contact customers by phone to follow up on overdue payments and outstanding balances.
• Understand customers' payment concerns and identify the reasons for delayed or missed payments.
• Clearly explain outstanding balances, payment due dates, and applicable payment options.
• Encourage customers to make payments and help them understand the importance of timely repayments.
• Discuss suitable payment arrangements in accordance with company policies and approved procedures.
• Handle customer queries, objections, and payment-related concerns professionally.
• Negotiate repayment arrangements within authorized guidelines.
• Maintain accurate records of customer interactions, payment commitments, and follow-up activities.
• Follow up with customers on promised payment dates and update the system accordingly.
• Maintain customer confidentiality and comply with company policies, quality standards, and applicable collection regulations.
• Achieve assigned collection targets, productivity metrics, and quality standards.
• Demonstrate empathy, patience, and strong negotiation skills while handling difficult conversations.

Required Skills

• Candidates with prior 1 year experience in **collections, credit card collections, banking collections, loan collections, or debt recovery** or any Banking Experience are preferred.
• Excellent written English communication.
• Strong analytical and investigative skills.
• Ability to identify patterns, discrepancies, and suspicious activity.
• Good decision-making and problem-solving skills.
• Strong documentation and case-handling skills.
• Ability to work with multiple systems and applications.
• Good attention to detail and accuracy.
• Ability to meet productivity, quality, TAT, and SLA targets.
• Good understanding of credit card transactions and dispute processes.

Education: Undergraduate / Graduate.

Preferred Knowledge

Candidates with knowledge or experience in any of the following will be preferred:

• Card / Payment Fraud
• Credit Card Disputes
• Dispute Management
• Chargebacks
• Payment Disputes
• Risk & Compliance
• Banking / Financial Services

CTC: Up to 5.5 LPA take-home: 37,800/month Monthly Incentives: Up to 2,000 based on the performance.

Work Location

Manyata Tech Park

Documents Required

Candidates should have the following documents available:

Education Documents

• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos

Previous Employment Documents

• Offer Letter
• Previous Organization Pay Slips
• Relieving / Experience Letter

Interview Process

• 1st RoundHR Initial Screening
• 2nd Round Versant Test - 60
• 3rd Round Operations Round (Ops)

Contact person: HR Ashwini @ 7406193581