Debt Management Executive

You will call customers whose loan repayments or EMIs are overdue, explain what they owe, and agree on a repayment plan that fits their situation. The aim is steady recovery while staying professional and within the rules.

• Calls and follow-up: make outbound collection calls, follow up with delinquent customers, answer queries on balances and payment options, and negotiate plans. You also explain the consequences of non-payment.
• Records and reporting: log interactions and payment commitments in CRM systems, watch your assigned portfolio for high-risk accounts, and share collection and recovery reports with management.
• Targets and coordination: work towards monthly collection, recovery and productivity targets, coordinate with field collection executives and internal stakeholders, escalate complex cases, and keep customer information confidential. Compliance with company policy, regulatory guidelines and ethical collection practice is part of the job.

Performance is tracked on recovery rate, Promise-to-Pay conversion, delinquency resolution, call performance, compliance and customer satisfaction.

You need to be a graduate. Freshers can apply, and so can experienced candidates. The listing is for 0 to 2 years of experience.

• Skills asked for: clear spoken communication, negotiation, relationship management, problem-solving, conflict resolution, attention to detail, and good telephone etiquette.
• You should be able to work under pressure and hit collection targets.
• Basic computer skills and some familiarity with CRM systems are needed.

Added advantages: experience in collections, telecalling, customer service, debt recovery or financial services. Exposure to personal loans, business loans, credit cards or consumer loans also counts. DRA Certification is preferred but not mandatory.

• Practise a calm, polite phone voice. It helps to rehearse explaining a overdue payment without sounding harsh.
• Prepare a short example of handling a tense conversation or settling a disagreement. Interviewers for this kind of role often look for this.
• Learn the basic terms: EMI, delinquency, recovery rate and promise to pay. Knowing them makes your answers sound sure.
• Get comfortable with spreadsheets or any CRM tool, and be ready to show you keep neat notes.
• Think about how you handle targets and pressure, and have an honest example ready.