SME - Middle Office Services (Collection Team - Voice & Non Voice)

FinacPlus; Hyderabad; Remote; INR 600,000 - 900,000; Full time

Job summary

A leading virtual business services company seeks a candidate for the SME - Middle Office Services role in Hyderabad. This full-time position involves managing outstanding payments and providing customers with exceptional support. Candidates should possess strong communication and customer service management skills, along with a relevant Bachelor's or Master's degree. The role offers remote work flexibility within a supportive environment focused on professional growth. Timings are from 02:00 PM to 11:00 PM IST, with compensation being the best in the industry.

Qualifications

• 4 – 8 years of proven experience in customer service management.
• Strong knowledge of ways to support customers.
• Ability to proactively manage and prioritize work in line with KPIs.
• Desire to support customers to improve their financial health.
• Ability to proactively manage and prioritize work in line with KPIs.
• Bachelor’s / Master’s degree in Business Administration or equivalent.

Responsibilities

• Dealing with telephone queries from customers experiencing financial difficulties.
• Setting up payment plans and working with specialist teams.
• Recording conversations and administrative actions.
• Displaying compassion and understanding towards customers in vulnerable circumstances.
• Recording conversations and administrative actions within the relevant systems.
• Identify and raise any risks with your line manager.

Skills

Customer service management

Excellent communication skills

Prioritization skills

Understanding customer support

Process orientation

English language

Education

Bachelor’s / Master’s degree in Business Administration

Job description

Join to apply for the SME - Middle Office Services (Collection Team - Voice & Non Voice) role at FinacPlus

Manager - Operations | Business Development | FinacPlus

FinacPlus is a Great Place to Work® Certified organization — a recognition of our people first culture, collaborative environment, and focus on professional growth. We provide high-end virtual business process and technology services to leading global clients across finance, banking, mortgage, research, and data services. At FinacPlus, you’ll work with world‑class talent, cutting‑edge technology, and international stakeholders — while still enjoying the openness, agility, and career visibility of a fast‑growing company.

About Our Client

Our client is proud to maintain an inclusive workplace, where they recognize that a diverse range of experiences, perspectives, and backgrounds leads to better customer outcomes and creates an environment where their team can thrive. The organization supports this vision with several DEI (Diversity, Equity, and Inclusion) networks, made up of their dedicated team members, who work to make a positive impact on the company’s culture.

Role Overview

Our client’s Payment Support (Collections) Team is dedicated to delivering an outstanding customer experience. In this role, you will assist customers who have outstanding payments, helping them take the necessary steps to manage missed payments. Exceptional communication and empathy skills are key, as you will be building strong relationships with customers to ensure the best possible outcomes.

If you are passionate, driven, and committed to providing first‑class customer service, this is an opportunity you won’t want to miss. Our client places customers and employees at the heart of everything they do, offering a supportive environment for career growth. This is an excellent chance to be part of a dynamic, positive team and take your career to the next level.

Key Responsibilities

• Dealing with telephone queries from customers who are experiencing financial difficulties (Inbound and Outbound)
• Having great conversations with customers to find suitable payment solutions for any missed payments
• Setting up payment plans and working with other specialist teams to support the customer
• Displaying compassion and understanding towards customers in vulnerable circumstances
• Recording conversations and administrative actions within the relevant systems
• Implement CI/CD and cloud deployment processes (Jenkins, GCP, CDNs)
• Reviewing processes which could be automated or enhanced to improve customer and business experience
• Identify and raise any risks with your line manager

Required Skills & Experience

• 4 – 8 years of proven experience in customer service management
• Excellent communication and listening skills, both verbal and written to effectively interact with our customers
• Strong knowledge of understanding ways to support our customers
• A desire to support our customers to improve their financial health Strong experience
• Ability to proactively manage and prioritize work in line with KPIs.
• Bachelor’s / Master’s degree in Business Administration or equivalent

Location: Hyderabad | Work Mode: Remote (work from home)

Timings: 02:00 PM – 11:00 PM IST

Compensation: Best in Industry

Seniority Level

• Associate

Employment Type

• Full-time

Job Function

• Finance