Banking collection Process

Key Responsibilities :

• Debt Collection :
• Make outbound calls to customers with overdue bank loans, credit cards, or EMIs to recover payments.
• Follow up on missed or delayed payments, offering feasible repayment options.
• Negotiate repayment plans and work with customers to clear outstanding balances while maintaining a positive customer relationship.
• Customer Communication :
• Handle inbound customer inquiries regarding overdue payments, account status, and available repayment options.
• Educate customers on the consequences of non-payment, including interest rates, penalties, and potential impacts on their credit score.
• Address customer concerns and disputes with empathy, ensuring compliance with banking regulations and policies.
• Documentation & Reporting :
• Maintain accurate records of all communications, payment arrangements, and status updates in the bank's CRM or collections system.
• Submit regular reports to management on the collection status, outstanding amounts, and recovery progress.
• Document payment commitments, account updates, and escalation procedures as required.
• Compliance & Risk Management :
• Ensure that all debt recovery practices comply with banking policies, local laws, and industry regulations.
• Protect sensitive customer data and maintain confidentiality in all interactions.
• Escalate unresolved issues or high-risk accounts to senior authorities for further action.
• Target Achievement :
• Meet or exceed monthly / quarterly collection targets set by the department or bank.
• Track personal performance metrics, including call volume, payment recovery rates, and customer satisfaction.

Skills Required

Customer Service, Communication Skills, Debt Recovery, Negotiation Skills