Job description The Senior Telecalling Officer Supervisor is responsible for handling customer interactions related to collections and recovery operations while ensuring adherence to company policies, quality standards, and turnaround timelines. The role involves conducting awareness calls, prioritizing customer accounts, generating payment commitments, coordinating field visit requirements, and achieving daily recovery targets.
Key Functions Conduct awareness calls at the beginning of every month.
Ensure adherence to quality parameters and compliance standards.
Follow COC, TAT, and wrap-up procedures effectively.
Identify POS accounts and prioritize customers based on recovery potential.
Collect additional charges including penal charges where applicable.
Achieve Daily Recovery Resolution (DRR) targets as per assigned milestones.
Obtain PTP (Promise to Pay) commitments from customers.
Generate payment pick-ups and follow-up actions.
Identify accounts requiring field visits and escalate accordingly.
Key Responsibilities Make outbound awareness and collection calls to customers.
Maintain professional and customer-friendly communication.
Monitor overdue accounts and follow up for timely payments.
Coordinate with field teams for accounts requiring physical visits.
Update customer interactions and payment commitments in the system.
Ensure compliance with company policies and regulatory guidelines.
Meet assigned recovery and productivity targets.
Maintain accurate records and daily reports.
Skills & Competencies Required Strong verbal communication and interpersonal skills.
Good keyboard and computer handling skills.
Ability to negotiate and convince customers effectively.
High level of self-drive, enthusiasm, and target orientation.
Ability to work under pressure and meet deadlines.
Good analytical and problem-solving skills.
