Collection Executive

The Pre-Collection Executive is responsible for managing early-stage overdue loans and proactively reaching out to customers to prevent accounts from becoming severely delinquent. This role involves contacting customers to remind them of missed payments, offering solutions to resolve overdue accounts, and ensuring an overall positive customer experience. The ideal candidate should have 0-3 years of experience in loans, calling, or customer service, with strong communication skills and a customer-centric attitude.
Key Responsibilities:

1. Early Stage Loan Monitoring & Customer Engagement:
• Identify and monitor loan accounts that are approaching or have entered the early stages of delinquency.
• Proactively contact customers via phone calls, emails, or SMS to remind them of missed or upcoming payments.
• Discuss the outstanding balance and payment options, offering flexible repayment solutions to avoid escalation.
• Maintain a customer-friendly and solution-oriented approach while encouraging timely repayments.
• Offer customers alternative payment options or deferments in case of financial difficulties.
• Work with customers to create suitable payment arrangements while ensuring adherence to company policies and credit guidelines.
• Record customer commitments and follow up as necessary to ensure payments are received on time.
• 3. Customer Experience & Relationship Management:
• Ensure a positive and empathetic customer experience, maintaining professionalism during all customer interactions.
• Address customer queries, concerns, or disputes regarding loan repayments in a clear and timely manner.
• Provide explanations regarding loan terms, repayment schedules, and potential consequences of non-payment.
• Handle sensitive customer situations tactfully, ensuring that the customer feels valued and heard.
• 4. Documentation & Reporting:
• Maintain accurate and up-to-date records of all customer communications, including promises to pay, disputes, and account status.
• Track and report daily/weekly/monthly collections activity, including contact attempts, payments received, and resolutions.
• Highlight accounts that require escalation or further action and collaborate with the collections team for necessary follow-up.
• 5. Compliance & Quality Assurance:
• Ensure compliance with all relevant regulations, company policies, and ethical standards in all interactions with customers.
• Ensure adherence to data protection and privacy guidelines when handling customer information.
• Maintain the highest standards of accuracy and professionalism in all documentation and reporting.