Recovery Call Handling Executive

CZI Global Consultin; Gurugram District; On-site; INR 305,000 - 365,000; Full time

Benefits offered by this job

Professional training

Career growth

Office-based role

Job summary

CZI Global Consultin is hiring a Recovery Call Handling Executive to professionally manage inbound calls from debt collectors, banks and NBFCs. You will communicate in Hindi and English, handle difficult callers, and ensure compliance with RBI guidelines.

This is a full-time, office-based role with fixed compensation, training provided, and growth opportunities within Customer Protection operations.

Qualifications

• 13 years of experience across Banking, NBFC, Debt Recovery, Collections, BPO Voice Process or Customer Support.
• Excellent verbal communication in Hindi and English.
• Experience communicating with recovery agents or handling difficult calls is preferred.
• Strong negotiation, conflict resolution and objection handling skills.
• Confident, calm under pressure with good listening and documentation abilities.
• Knowledge of banking and RBI guidelines is an advantage.
• Experience with CRM software and accurate record-keeping.

Responsibilities

• Receive and handle incoming calls from debt collectors and recovery agents.
• Communicate confidently with collection representatives in Hindi and English.
• Diagnose and manage aggressive or difficult callers with professionalism.
• Protect customers from improper recovery practices under RBI guidelines.
• Verify caller details and update CRM with accurate information.
• Document harassment complaints and escalate serious cases to management.
• Coordinate with internal teams to resolve customer issues.

Skills

Verbal communication

Negotiation

Conflict resolution

Call handling

Documentation

Problem solving

CRM software

Education

Graduate degree

Tools

CRM software

Job description

We are hiring a Recovery Call Handling Executive to professionally handle incoming calls from debt collection agents, recovery agencies, banks, and NBFC representatives on behalf of our authorised customers.

Key Responsibilities:

• Receive and handle incoming calls from debt collectors and recovery agents.
• Communicate confidently and professionally with collection representatives in Hindi and English.
• Handle aggressive callers, harassment, threats, and difficult conversations calmly.
• Protect customers from inappropriate recovery practices within the scope of company authorisation.
• Verify caller details, including name, agency, and purpose of the call.
• Maintain accurate call records and update customer information in the CRM.
• Document harassment complaints and elevate serious cases to management.
• Follow company procedures, confidentiality requirements, and applicable RBI guidelines.
• Coordinate with internal teams to resolve customer-related issues.

This is a non-sales role. No debt collection, sales targets, or payment recovery responsibilities.

• 13 years of experience in Banking, NBFC, Debt Recovery, Collections, BPO Voice Process, or Customer Support.
• Excellent verbal communication skills in Hindi and English.
• Previous experience communicating with recovery agents or handling difficult customer calls is preferred.
• Strong negotiation, conflict-resolution, and objection-handling skills.
• Confident personality with the ability to remain calm under pressure.
• Basic understanding of banking, loan recovery procedures, and RBI guidelines is an advantage.
• Good computer skills and experience using CRM software.
• Strong listening, documentation, and problem-solving skills.
• Education: Any Graduate.
• Must be comfortable working full-time from the office.

• Fixed Salary: 30,000 per month (3.6 LPA).
• 100% fixed compensation, no sales targets or commission-based incentives.
• Full-time, office-based employment.
• Professional training on call handling, customer protection, and recovery communication procedures.
• Structured work responsibilities and company-provided communication tools.
• Opportunity for career growth within Customer Support and Customer Protection operations.
• Supportive team environment with established escalation procedures.