collection Executive

Job Description: Collection Executive

Department: Collections / Recovery
Job Title: Collection Executive
Industry: Fintech / Payday Loans / Short-Term Lending
Employment Type: Full-Time
Reporting To: Collection Team Leader / Collection Manager
Location: [Insert Location]

About the Role

We are looking for a proactive, target-oriented, and customer-focused Collection Executive to join our collections team. The ideal candidate will be responsible for following up with customers regarding pending or overdue loan repayments, managing delinquent accounts, and ensuring timely collections while maintaining professional customer relationships.

The candidate should possess strong communication and negotiation skills, the ability to handle difficult conversations, and a results-driven approach to achieving collection targets in a fast-paced lending environment.

Key Responsibilities

• Contact customers through phone calls, SMS, email, and other approved communication channels to remind them of upcoming and overdue loan repayments.

• Follow up on delinquent accounts and encourage customers to clear outstanding dues within the agreed timelines.

• Understand customers’ repayment concerns and negotiate suitable repayment commitments in accordance with company policies.

• Achieve daily, weekly, and monthly collection and recovery targets.

• Maintain accurate records of customer interactions, payment commitments, follow-ups, and collection outcomes in the CRM or collection management system.

• Monitor assigned accounts and prioritize follow-ups based on delinquency buckets, outstanding balances, and recovery priorities.

• Coordinate with internal teams, including customer support, operations, and risk, to resolve payment-related issues.

• Escalate disputed accounts, suspected fraud, hardship cases, and unresolved repayment issues to the appropriate team.

• Ensure all collection activities comply with applicable laws, regulatory requirements, company policies, and customer communication standards.

• Maintain customer confidentiality and handle personal and financial information responsibly.

• Prepare daily collection reports and provide updates on recovery performance, broken promises to pay, and pending cases.

Eligibility Criteria

• Minimum qualification: Graduate in any discipline; candidates with relevant experience may also be considered based on company policy.

• 0–2 years of experience in collections, telecalling, loan recovery, customer service, or a related field.

• Freshers with strong communication skills and a willingness to learn may apply.

• Experience in fintech, digital lending, payday loans, NBFCs, banking, or consumer finance will be an advantage.

• Basic computer knowledge and familiarity with CRM systems, spreadsheets, and collection tools are preferred.

Required Skills

• Excellent verbal communication and negotiation skills.

• Strong persuasion, follow-up, and objection-handling abilities.

• Target-oriented mindset with a focus on collection efficiency.

• Ability to handle customer objections and difficult conversations professionally.

• Good problem-solving, time-management, and organizational skills.

• Ability to work under pressure and meet collection deadlines.

• High levels of integrity, accountability, and customer confidentiality.

Key Performance Indicators (KPIs)

Performance will be evaluated against the following metrics:

• Monthly collection and recovery targets achieved.

• Collection efficiency and recovery rate.

• Delinquent accounts resolved and overdue amounts recovered.

• Promise-to-pay conversion and fulfillment rates.

• Follow-up productivity and account coverage.

• Accuracy of collection records and reporting.

• Compliance with company policies and applicable regulatory guidelines.