| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Collections Team Leader |
| Direct reports | None |
| Experience | Fresher or up to 2 years in collections or telecalling |
Collections Tele Caller job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Collections Tele Caller
Department: Customer Support
Reports to: Collections Team Leader
Location: [City], [office, branch or site]
About the role
A Collections Tele Caller phones customers with overdue payments and works with them to clear the dues. They explain the outstanding amount, understand why payment is late, agree a repayment or a promise-to-pay date, and follow up until it is paid. They must be firm, fair and compliant, especially in banking and NBFC collections. A good Collections Tele Caller recovers dues while treating customers fairly, secures realistic promises to pay and follows up on them, keeps to the collection rules and script, and records every call and commitment accurately.
Key responsibilities
- Call customers with overdue payments and explain the outstanding amount and due date.
- Understand the reason for late payment and agree a realistic repayment plan.
- Secure a promise-to-pay date and confirm the payment method with the customer.
- Follow up on promises to pay and on broken commitments until dues clear.
- Follow the collection script, rules and fair-practice code on every call.
- Record each call, commitment and outcome accurately in the system.
- Handle disputes and requests calmly and route genuine ones for review.
- Meet daily calling and recovery targets set for the portfolio.
- Flag customers in genuine hardship or requiring legal follow-up correctly.
- Keep customer contact and payment details updated after each call.
Requirements
- Class 12 pass or a graduate
- Clear spoken communication
- Comfort with numbers and payment terms
- Fresher or up to 2 years in collections or telecalling
KRAs and KPIs for a Collections Tele Caller
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Recovery | Overdue amount recovered against the monthly target |
| Promise-to-pay | Promise-to-pay conversion and kept-rate above the target |
| Call productivity | Calls made per day at or above the standard |
| Compliance | Collection rules and fair-practice code followed on every call |
| Record accuracy | Call outcomes and commitments logged accurately |
Skills and tools
Tools used day to day: Dialer and telephony, Collections CRM, Payment links, MS Excel, Headset.
Reporting line and career path
Next roles: Senior Collections Executive, Collections Team Leader, Recovery Officer
Interview questions for a Collections Tele Caller
- How do you get a customer to commit to a payment date?
- How do you stay firm but fair with a customer who keeps delaying?
- How do you follow up on a broken promise to pay?
- What collection rules must you follow on every call?
- How do you handle a customer in genuine financial hardship?
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What does a Collections Tele Caller do?
A Collections Tele Caller phones customers with overdue payments and works with them to clear the dues. They explain the outstanding amount, understand why payment is late, agree a promise-to-pay date, and follow up until it is paid. They follow the collection rules and fair-practice code, and record every call and commitment accurately.
What skills does a Collections Tele Caller need?
A Collections Tele Caller needs clear communication, negotiation and persuasion to secure realistic payment commitments, and the firmness to follow up on broken promises. Composure with upset customers, comfort with numbers and payment terms, and strict compliance with the fair-practice code matter greatly. Accurate record keeping of every call is essential.
Is collections calling different from telecalling?
Yes. A general telecaller may call for sales, leads or information. A collections tele caller specifically calls customers to recover overdue payments, which needs negotiation, firmness and strict compliance with collection and fair-practice rules. Collections is more sensitive and regulated, especially in banking and NBFC, so accuracy and fair conduct matter throughout.