EMI Recovery/Collection || Voice Process

Key Responsibilities:

• EMI Collection:
• Contact customers via outbound calls to remind them of overdue EMIs and discuss payment options.
• Manage accounts with outstanding EMIs, and negotiate repayment terms, schedules, and settlements.
• Follow up on delinquent accounts through phone calls, emails, or messages to ensure timely payment.
• Maintain and update records of conversations, payments, and outstanding balances in the CRM system.
• Customer Engagement:
• Handle inbound calls related to EMI recovery, offering customers solutions to settle dues.
• Maintain a professional and empathetic approach when dealing with difficult customers or overdue accounts.
• Offer flexible payment options or re-scheduling to ensure customers can make timely payments.
• Negotiation & Conflict Resolution:
• Negotiate payment plans, settlements, or restructuring options for customers facing financial difficulties.
• Resolve customer complaints and disputes related to EMI payments, ensuring customer satisfaction while adhering to company policies.
• Educate customers on the consequences of non-payment, such as penalties, interest, and potential impact on their credit rating.
• Compliance & Reporting:
• Ensure all recovery activities comply with legal, regulatory, and company policies.
• Provide detailed reports on recovery efforts, outstanding accounts, and payment status to management.
• Monitor and track daily, weekly, and monthly collections performance against targets.