International Voice Process- Collections - Banking

Sutherland; Hyderabad; On-site; INR 240,000 - 400,000; Full time

Job summary

Sutherland in Hyderabad is seeking dynamic professionals for the International Collections Voice Process. You will contact customers to recover payments, negotiate plans, and resolve billing issues while maintaining service quality.

Ideal candidates have 0–5 years in international collections or related BPO roles, with strong English communication and negotiation skills. Night shifts and rotational schedules are part of the role.

Qualifications

• Graduate/Undergraduate (depending on company requirements).
• Prior experience in international collections, customer service, AR collections, or BPO voice process is preferred.
• Freshers with excellent communication skills may also be considered.

Responsibilities

• Contact customers via outbound and inbound calls regarding overdue accounts.
• Follow up on pending payments and ensure timely recovery of outstanding balances.
• Negotiate payment plans and settlement options within company guidelines.
• Resolve customer queries related to invoices, billing, and payment issues.
• Maintain accurate records of customer interactions in CRM systems.
• Meet daily, weekly, and monthly collection targets.
• Ensure compliance with company policies, client requirements, and collection regulations.
• Escalate complex cases to supervisors when required.
• Deliver excellent customer service while maintaining professionalism during difficult conversations.

Skills

English communication

Negotiation

Objection handling

Listening skills

CRM tools

Night shift

Education

Graduate/Undergraduate

Tools

CRM software

Job description

Job Description: International Voice Process - Collections Executive

Job Title: International Voice Process - Collections Executive
Department: Collections / Accounts Receivable
Shift: Rotational/Night Shift (International Process)
Location: [Location]
Experience: 0-5 Years

Job Summary

We are seeking dynamic and customer-focused professionals for the International Collections Voice Process. The role involves interacting with customers over calls to collect outstanding payments, resolve billing disputes, negotiate payment arrangements, and maintain positive customer relationships while achieving collection targets.

Key Responsibilities

• Contact customers via outbound and inbound calls regarding overdue accounts.
• Follow up on pending payments and ensure timely recovery of outstanding balances.
• Negotiate payment plans and settlement options within company guidelines.
• Resolve customer queries related to invoices, billing, and payment issues.
• Maintain accurate records of customer interactions in CRM systems.
• Meet daily, weekly, and monthly collection targets.
• Ensure compliance with company policies, client requirements, and collection regulations.
• Escalate complex cases to supervisors when required.
• Deliver excellent customer service while maintaining professionalism during difficult conversations.

Required Skills

• Excellent verbal and written communication skills in English.
• Strong negotiation and persuasion skills.
• Ability to handle objections and resolve conflicts effectively.
• Good listening and problem-solving abilities.
• Basic computer proficiency and familiarity with CRM tools.
• Ability to work in night shifts and rotational schedules.
• Target-oriented with strong attention to detail.

Qualification

• Graduate/Undergraduate (depending on company requirements).
• Prior experience in international collections, customer service, AR collections, or BPO voice process is preferred.
• Freshers with excellent communication skills may also be considered.

Key Competencies

• Customer Focus
• Negotiation Skills
• Time Management
• Attention to Detail
• Team Collaboration
• Adaptability and Resilience

Performance Metrics

• Collection Recovery Rate
• Promise-to-Pay (PTP) Achievement
• Call Quality Scores
• Productivity & Attendance
• Customer Satisfaction

Preferred Experience

US Collections, UK Collections, Debt Collection, Accounts Receivable Collections, BPO Voice Process, International Customer Service.