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Telecaller

Mehfin Associates

Key Points

Civil Lines/Jaipur

1.2L-2L/Year

Female

Job Description

1. Outbound Telecalling & Collections

  • Make regular outbound calls to customers with overdue/NPA accounts.
  • Follow up with customers regarding pending EMIs, overdue amounts, and payment commitments.
  • Understand customer payment issues and negotiate suitable repayment timelines within company guidelines.
  • Maintain a systematic calling schedule and ensure timely follow-up on assigned accounts.
  • Record customer interactions, commitments, and payment updates accurately.

2. NPA Portfolio Management

  • Manage and monitor the assigned NPA/overdue portfolio.
  • Prioritize accounts based on overdue amount, ageing, risk, and recovery potential.
  • Track PTP (Promise to Pay) commitments and ensure timely follow-up until payment is received.
  • Monitor daily and monthly collection performance against assigned targets.
  • Identify high-risk and difficult-to-recover accounts and escalate them appropriately.
  • Maintain accurate portfolio-level MIS and collection reports.

3. Field Staff Coordination

  • Coordinate with field collection executives for accounts requiring physical visits.
  • Allocate and share customer/account details with field staff as required.
  • Track field visits, customer responses, PTPs, and recovery status.
  • Follow up with field staff on pending accounts and unresolved cases.
  • Ensure that field activities are aligned with portfolio priorities and collection targets.
  • Escalate non-performing or critical accounts to the reporting manager.

4. MIS & Reporting

  • Maintain daily records of calls, customer commitments, collections, and follow-ups.
  • Prepare daily/weekly collection and portfolio status reports.
  • Track PTP, broken PTP, field visits, receipts, and pending accounts.
  • Ensure customer and collection data is updated accurately in the system/CRM.
  • Share regular updates with the Collections Manager.

Key Performance Indicators (KPIs)

  • Daily outbound calls and effective customer contacts
  • Collection/recovery amount against assigned target
  • NPA portfolio resolution
  • PTP conversion and PTP adherence
  • Reduction in overdue/NPA accounts
  • Field visit and follow-up effectiveness
  • Portfolio coverage and ageing-wise resolution
  • Accuracy and timeliness of MIS/reporting

Required Skills

  • Good communication and convincing/negotiation skills
  • Strong follow-up and customer-handling ability
  • Ability to handle difficult or non-responsive customers professionally
  • Good understanding of collections/recovery processes
  • Ability to manage and prioritize a portfolio of accounts
  • Strong coordination skills with field collection teams
  • Basic knowledge of MS Excel and collection/CRM software
  • Good numerical and analytical ability
  • Target-oriented and persistent approach


Skill Preference
Qualification:

12th Pass

Working Days:

6 days per week

Experience:

Fresher/Experienced

No. of openings:

1

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