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