Collection Executive - Gurgaon

Job Description: Collections Specialist

Location: Gurgaon (Gurugram)
Work Mode: Work from Office
Process: US Collections / First-Party Collections
Shift: US Shifts
Experience: 1+ year preferred
Language: English B2 level or above

Job Summary

We are hiring Collections Specialists for our US-based First-Party Collections / Customer Care team in Gurgaon. This is a customer-focused collections role, where you will assist US customers with overdue accounts, billing concerns, account history, and suitable repayment solutions.

The role focuses on empathetic communication and customer resolution, rather than aggressive or hard collections.

Key Responsibilities

• Handle inbound and outbound calls with US-based customers regarding overdue accounts.
• Discuss outstanding balances professionally and help customers understand their account history.
• Identify and resolve billing disputes, payment issues, and account discrepancies.
• Review customer account statements, payment history, and ledger details.
• Negotiate and establish realistic payment arrangements based on customer circumstances.
• Document call outcomes, payment commitments, disputes, and account updates accurately in the CRM system.
• Follow up on promised payments and maintain accurate account records.
• Maintain a high level of customer service, empathy, and professionalism during difficult conversations.
• Follow company policies, compliance guidelines, quality standards, and collection procedures.

Required Skills & Qualifications

• Experience in First-Party Collections, US Collections, International Voice Process, or US Customer Support.
• Comfortable handling inbound and outbound international calls.
• Good understanding of billing, payments, account statements, outstanding balances, and payment arrangements.
• Strong negotiation, conflict-resolution, and problem-solving skills.
• High emotional intelligence (EQ) and ability to handle sensitive customer conversations.
• Strong attention to detail while reviewing account ledgers and transaction history.
• Good knowledge of CRM systems and call documentation.
• Willingness to work in US shifts/night shifts.
• Candidates must be willing to work from the Gurgaon office and fall within the defined cab transport zone.