Creditor Counselling Executive(Language- Kannada/Tamil/Telugu/Bengali)

Role Brief:

We are looking for a compassionate and skilled Creditor Counselling Executive who will play a pivotal role in helping customers navigate creditor harassment in the loan recovery process. This position is designed for individuals who are not only capable of managing overdue accounts but are also proactive in providing guidance to customers who are facing creditor harassment. You will educate and support customers on how to manage their finances, negotiate payment terms, and ensure their rights are upheld in accordance with applicable laws and regulations.

Key Responsibilities

• Customer Support & Guidance: Engage with customers facing creditor harassment related to loan recovery, offering guidance on their rights and legal protections. Advise them on the steps they can take to stop harassment and resolve disputes effectively.

• Debt Recovery Negotiation: Contact customers to discuss overdue loans, negotiate payment plans, and offer financial solutions that help prevent further escalation. Ensure that all discussions are conducted with empathy and professionalism.
• Educating Customers on Legal Rights: Provide detailed information to customers on how to handle creditor harassment, including their rights under debt collection laws and how to deal with aggressive collection tactics.
• Monitor and Manage Accounts: Regularly review customer accounts to ensure overdue balances are actively managed and that payment arrangements are adhered to, while also ensuring customers are not subjected to unfair practices.
• Resolve Payment Disputes: Assist customers in resolving disputes related to payment terms, creditor actions, or misunderstandings regarding the loan or repayment schedule.
• Legal Compliance and Documentation: Ensure all communication and collection activities comply with consumer protection laws and relevant regulations (e.g., Fair Debt Collection Practices Act). Maintain detailed records of all interactions and agreements in the companys collection system.
• Escalation Handling: Identify and escalate complex cases involving harassment or severe disputes to the appropriate legal or management team for resolution.
• Collaborate with Legal and Customer Support Teams: Work closely with legal, customer service, and management teams to ensure compliance with regulations and to provide a holistic solution for the customers financial challenges.
• Achieving Collection Targets: While the primary focus is on managing harassment and educating customers, the role also includes meeting collection goals, ensuring that customer payments are collected in a timely and respectful manner.

Qualifications & Skills

• Education: Bachelor's degree
• Experience: Minimum of 1 years of experience in debt collections, credit management, or customer support in a financial setting.
• Communication Skills: Exceptional verbal and written communication skills to educate and guide customers in a clear, empathetic, and professional manner.
• Negotiation & Problem-Solving Skills: Strong negotiation skills to help customers come to agreeable repayment solutions, as well as the ability to resolve conflicts and disputes effectively.
• Customer-Focused Mindset: Ability to maintain professionalism while handling sensitive situations and offering practical solutions to customers under financial distress.
• Technology Proficiency: Experience with Microsoft Office Suite (Excel, Word, etc.).
• Attention to Detail: Ability to accurately document and maintain records of customer interactions and agreements.

Desired Attributes

• Strong empathy and understanding of customers’ financial hardships.
• Excellent interpersonal skills and the ability to build rapport with distressed clients.
• Ability to remain calm under pressure and handle complex or escalated situations effectively.
• Proactive and results-driven with a focus on both customer support and collection objectives.
• Ability to work independently while collaborating with cross-functional teams.