Collection Specialist

Job Title: Collections Specialist
Location: Gurgaon (GGN), Haryana, India (In-Office)
Work Schedule: 5 Days/Week
Shift: Rotational Shifts

About the Role
We are seeking dedicated, empathetic Collections Specialists to join our internal (first-party Collection) customer care team in Gurgaon. In this voice-based role, you will handle both
inbound and outbound calls, assisting customers based in the United States.
Your role is to help customers navigate account histories, resolve billing disputes, and set up manageable repayment solutions with care, clarity, and respect.

Key Responsibilities

1. Voice Support: Manage inbound and outbound collection calls and follow-up calls with U.S.-based account holders.
2. Empathetic Collections: Discuss past-due balances gently and establish realistic, win-win payment arrangements while protecting customer relationships.
3. Dispute Resolution: Audit account statements to investigate, identify, and correct complex billing concerns with precision.
4. Record Keeping: Maintain accurate, up-to-date documentation of call notes, payment
   promises, and ledger updates inside the CRM system.
5. Customer Advocacy: Listen actively to customer financial situations and recommend
   structured options to help them maintain good standing.

Requirements & Qualifications
1, Experience: Prior experience in first-party collections, international customer support
(U.S. voice process preferred).
2. Language Proficiency: Minimum B2 (Upper-Intermediate)
3. Location: Must reside in or be willing to relocate to Gurgaon (GGN) for an in-office
setup within our defined cab transport zone.
4. Core Competencies: High emotional intelligence (EQ), strong conflict resolution skills,
and sharp attention to detailed account ledgers.

What We Offer

1. Commute Support: Free both-way cab facility (for candidates within the hiring radius).
2. Balanced Schedule: 5-day work week with 2 rotational days off.
3. Workspace & Growth: Paid product, tool, and soft-skill training programmes in a modern Gurgaon office setting.