Accounts Resolution Officer

Role Summary

The Collection Officer is responsible for recovering overdue payday loan amounts by contacting customers, negotiating repayment plans, resolving disputes, and ensuring timely follow-ups. The role aims to minimize delinquency and maintain healthy portfolio quality while adhering to company policies and regulatory guidelines.

Location : Pune (Full-time)

Key Responsibilities

Contact customers via calls, SMS, email, and other channels to follow up on overdue payments.

Negotiate and finalize repayment plans based on customer financial situations.

Track and monitor delinquent accounts across various DPD buckets.

Maintain accurate records of customer interactions and payment commitments.

Coordinate with the credit and operations teams on disputed or high-risk cases.

Identify potential skip or fraud cases and escalate them appropriately.

Ensure compliance with RBI guidelines, company collection policies, and fair practices code.

Achieve daily, weekly, and monthly recovery targets assigned by the management.

Follow proper communication etiquette and maintain professionalism in all interactions.

Provide regular updates and MIS reports to the Collection Manager.

Qualifications & Experience

Minimum HSC / Graduate (any discipline).

0–2 years of experience in tele-collections or field collections, preferably in NBFC / Fintech / payday loans.

Familiarity with delinquency buckets, repayment handling, and customer negotiation.

Experience using collection CRMs, dialers, or loan management systems.

Key Skills

Strong communication and negotiation skills

Problem-solving ability

Basic understanding of collections processes

Customer handling and conflict resolution