About this role
The Collection Officer will operate within the CLM Domestic BFSI – Manpower Back Office team, handling inbound and outbound communications with customers, negotiating payment arrangements, and maintaining accurate records. This role is pivotal in safeguarding cash flow, enhancing customer relationships, and supporting the overall financial health of the organization.
- Initiate and respond to collection calls and emails, acting as the first point of contact for delinquent accounts.
- Verify customer information and outstanding balances using internal systems.
- Negotiate repayment plans and settlements in line with company policies.
- Escalate complex disputes or legal matters to senior management or the legal department.
- Maintain detailed logs of all interactions and update account statuses in real time.
- Collaborate with the Customer Care Executive team to resolve service‑related issues that may affect payments.
- Prepare daily, weekly, and monthly collection reports for performance tracking.
- Ensure compliance with regulatory guidelines and internal compliance standards.
- Identify trends in delinquency and recommend process improvements.
- Support onboarding and training of new back‑office staff on collection procedures.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in collections, credit control, or customer care within BFSI.
- Strong communication and negotiation skills.
- Proficiency with MS Office and collection management software.
- Ability to handle high‑volume calls and maintain composure under pressure.
- Knowledge of RBI and banking regulations related to collections.
- Excellent attention to detail and data entry accuracy.
- Team player with a proactive problem‑solving attitude.
- Fluent in English; additional regional language proficiency is a plus.
- Flexibility to work in shifts as required by back‑office operations.