Representative, Collections (L04)

Synchrony; Hyderabad; On-site; INR 300,000 - 520,000; Full time

Job summary

Synchrony in Hyderabad is seeking a Representative, Collections (L04) to engage delinquent customers via inbound and outbound calls, understand payment challenges, and negotiate feasible repayment plans.

The role focuses on resolving past-due balances before charge-off, while documenting interactions accurately and following compliance guidelines; a flexible, customer-focused communicator is ideal for a 24/7 environment.

Qualifications

• Undergraduates or graduates only.
• Freshers to 3 years' experience in collections or customer service preferred.
• Strong English communication and interpersonal skills.
• Ability to work in a fast-paced, target-driven environment.
• Willing to work rotational night shifts in India.

Responsibilities

• Handle inbound and outbound calls to engage delinquent customers.
• Negotiate payment arrangements and document interactions.
• Maintain compliance with collections policies and procedures.
• Use FDR online system and workstation applications to perform tasks.
• Support 24/7 shift operations and meet productivity targets.

Skills

English communication

Customer service

Integrity

Work under pressure

PC skills

Education

Undergraduates/Graduates

Tools

Microsoft Office Suite

Job description

Role Title:

Representative, Collections (L04)

Company Overview:

Synchrony (NYSE: SYF) is a leading consumer financing company that has been at the heart of American commerce and opportunity for nearly a century. Synchrony delivers credit and banking products that empower tens of millions of consumers to improve their financial lives and access what matters most. Leveraging innovative solutions that are shaping the future of retail commerce, Synchrony supports the growth and success of some of the nation’s most respected brands, alongside hundreds of thousands of small and midsize businesses, including health and wellness providers. Committed to excellence in service and culture, Synchrony is proud to be named as #3 as a Great Place to Work® in India and is honored to be ranked the #1 Best Company to Work For® in the U.S. by Fortune magazine and Great Place to Work®. For more information, visit www.synchrony.com.

Organizational overview:

Collections Operations teams handles delinquent accounts of Synchrony customers through both Inbound & Outbound calls & is divided into Subgroups of Skip, eChat & 360. The 360 & Skip groups service delinquent accounts via calls & the echat group services only Inbound chats of delinquent accounts.

Role Summary/Purpose:

A Pre‑Charge Off Collector manages outbound and inbound calls to engage customers with delinquent accounts, understand the reason for non‑payment, and negotiate appropriate repayment solutions. The role focuses on resolving past‑due balances before charge‑off by setting up payment arrangements, documenting interactions accurately, and following all regulatory, compliance, and customer experience guidelines.

Key Responsibilities:

• Determine the reason for delinquency and negotiate payment arrangements by effectively listening and communicating with past due borrowers
• Assist customers with various methods of payment
• Maintain compliance to Collections Standards and Collections Operating Procedure.
• Determine when account maintenance is warranted and make appropriate entries and account documentation
• Utilize FDR on-line system and workstation application to perform daily functions
• Work manual queue collections as necessary
• Adhere to established standards for productivity and quality
• Adhere to established Compliance guidelines, including completion of all required Compliance training successfully and on-time
• Adhere to company policies
• Overtime hours as needed
• Perform other related Collection duties and responsibilities that may be assigned.

Required skills & Knowledge

• Qualification—Undergraduates/Graduates
• Experience: Fresheror upto3 years' experience
• Excellent English Communications Skills
• Passion for Collections through Customer service
• Prior Collections/Customer Service experience is good to have
• Unyielding Integrity
• Ability to work in a challenging environment
• Flexibility to work in US shifts (Willing to work in 24/7 work environment)
• Flexibility to work during Indian and US holidays.
• Knowledge of basic computer skills

Desired skills & Knowledge

• Superior time management skills and ability to meet standards (productivity and quality) in high demand environment
• Demonstrated superior customer service skills and commitment to quality excellence
• Strong organizational skills and ability to manage multiple tasks
• Absolute professional integrity
• Outstanding verbal and written communication skills
• Demonstrated ability to effectively negotiate and manage through conflict
• Excellent interpersonal skills
• Demonstrated ability to receive constructive feedback
• Collections experience preferred, previous call center experience preferred
• Strong PC skills: Microsoft office suite

Eligibility Criteria:

• Qualification—Undergraduates/Graduates
• Experience: Fresheror upto3 years' experience

Work Timings

Rotational night shifts

Grade/Level: 04

Job Family Group:

Collections