Team Leader - Collections

ClickMyLoan

Company

ClickMyLoan

Location

Noida

Department

Collections \& Recovery

Experience

3–7 Years in Collections / Recovery / Telecalling

Employment Type

Full-Time

Role Objective

We are seeking a result-driven Collection Team Leader to manage and mentor a team of collection executives responsible for collections across delinquency buckets. The role involves driving daily collections, improving team productivity, ensuring compliance, and achieving recovery targets through effective call management and customer engagement.

The ideal candidate should have strong expertise in tele-collections, team handling, collection analytics, and customer negotiation within NBFC / Fintech / Banking environments.

Key Responsibilities

Team Management \& Productivity

• Lead and manage a team of 10–30 collection executives / agents.
• Allocate daily calling data and bucket-wise portfolios to team members.
• Set clear daily, weekly, and monthly recovery targets.
• Track team productivity and ensure target achievement.
• Conduct regular performance reviews and coaching sessions.

Collection Operations

• Drive collections across buckets
• Monitor repayment follow-ups and overdue collections.
• Ensure timely customer contact and payment resolution.
• Improve collection efficiency and reduce delinquency.

Call Monitoring \& Quality Control

• Monitor collection calls for quality and effectiveness.
• Improve key operational metrics
• RPC (Right Party Contact)
• PTP (Promise to Pay)
• PTP Kept Ratio
• Conversion Rate
• Handle escalation calls and difficult customer cases.
• Train agents on objection handling and negotiation skills.

MIS \& Reporting

• Prepare daily collection MIS and performance reports.
• Track
• Recovery amount
• Agent productivity
• Bucket performance
• Payment trends
• Bounce / overdue status
• Share insights and escalation points with Collection Manager / Head.

Compliance \& Process Adherence

• Ensure team follows RBI Fair Practice Code and company policies.
• Maintain ethical recovery practices.
• Ensure no harassment, abusive language, or compliance violation.
• Address customer complaints and escalations promptly.

Process Improvement

• Identify gaps in collection process and recommend improvements.
• Support implementation of
• Dialer optimization
• WhatsApp / SMS reminder campaigns
• Automated follow-up workflows
• Help improve digital collection efficiency.

Required Candidate Profile

• Bachelor’s degree in any discipline.
• 3–7 years of experience in Collections / Recovery / Telecalling.
• Minimum 1–3 years in team handling / leadership role.
• Experience in Fintech / NBFC / Banking / Loan Collections preferred.
• Strong understanding of
• DPD buckets
• Collection lifecycle
• CRM / Dialer tools
• Recovery strategies
• Good communication and negotiation skills.

Preferred Skills

• Team Leadership
• Tele-Collections
• Recovery Management
• Customer Negotiation
• Excel / MIS Reporting
• Call Auditing
• Problem Solving
• Conflict Resolution

Success Metrics (KPIs)

• Team Collection Efficiency (CE %)
• Daily / Monthly Recovery Achievement
• PTP Kept Ratio
• RPC %
• Agent Productivity
• Delinquency Reduction
• Compliance Audit Score

Pay

₹25,000.00 - ₹40,000.00 per month

Work Location

In person