Recovery Call Support Executive

• Handle calls from bank/NBFC collection teams and recovery agents on behalf of or together with our clients, where permitted.
• Speak professionally and calmly with recovery representatives, including during difficult or aggressive conversations.
• Understand the clients debt settlement case before handling the call.
• Record and document every recovery interaction in the CRM.
• Collect details such as lender name, recovery agency, caller name, contact number and purpose of the call.
• Explain that the client is undergoing a debt resolution / settlement process where appropriate.
• Coordinate with the internal client support and legal teams when escalation is required.
• Support clients who are receiving frequent recovery calls.
• Follow up on unresolved recovery-related issues.
• Maintain proper records of calls, complaints and escalations.
• Follow company policies and applicable banking/recovery conduct requirements.
• Never make unauthorized commitments regarding settlement amount, payment date or legal outcome.

Candidate Requirements

• Previous experience in banking, NBFC, collections, recovery, customer support or financial services is preferred.
• Experience dealing with recovery agents or collection teams will be a strong advantage.
• Fluent Hindi and good spoken English.
• Strong communication and negotiation skills.
• Ability to remain calm during aggressive or difficult calls.
• Comfortable handling a high volume of calls.
• Basic CRM/computer skills.
• Good documentation and follow-up discipline.