Collections Representative - US Collections (Inbound/Outbound Contact Center)

About the Role

We are seeking a Collections Representative with experience in US collections and customer-facing contact center work. This position focuses on helping customers work through financial challenges, negotiating practical repayment options, and delivering strong service while meeting collections targets.

The role is with a global business process management organization that supports clients across industries through end-to-end process services and customer operations.

Job Details

• Position: Collections Representative - US Collections (Inbound/Outbound Contact Center)
• Location: Pune, India
• Work setup: Office-based
• Work schedule: 5 days a week
• Shift: Night shift
• Operating model: 24x7 support environment with rotational shifts
• Employment type: Full-time
• Support model: 365 days a year

What the Role Involves

This job requires handling a high volume of customer conversations, understanding account status, and guiding customers toward suitable resolution options. The position combines collections activity with customer service, careful documentation, and policy compliance.

Responsibilities

• Manage a large number of inbound and outbound customer calls.
• Assess each customer’s financial position through effective questioning and financial fact-finding.
• Suggest repayment plans and collection solutions that fit the customer’s ability to pay and circumstances.
• Work with delinquency stages, collection methods, and account aging categories.
• Address customer questions, service requests, and complaints in a professional manner.
• Build trust and maintain positive customer relationships through empathy and clear communication.
• Deliver a strong customer experience while meeting collections and service goals.
• Record all customer conversations, promises to pay, transactions, complaints, and actions accurately.
• Handle customer forms, applications, requests, and account updates.
• Track pending commitments and unresolved requests until closure.
• Escalate complex or unusual issues to the right internal teams.
• Follow company policies, procedures, and regulatory requirements at all times.
• Consistently achieve productivity, quality, and performance standards.

Mandatory Requirements

• Strong hands-on experience in the US collections process, including delinquency management, repayment discussions, and customer negotiation.
• Prior exposure to US collection accounts and customer interactions.
• Excellent spoken and written communication skills.
• Ability to build rapport, influence customer decisions, and manage difficult conversations professionally.
• Availability to work night shifts.
• Willingness to work from the office five days a week.

Preferred Background

• Experience in financial services collections.
• Exposure to international customer accounts.
• Understanding of collections regulations and compliance requirements.
• Experience in UK collections and FCA regulations will be an added advantage.
• Background in a performance-driven contact center environment.

What We’re Looking For

• Strong focus on customer service.
• Good negotiation and persuasion skills.
• Ability to handle objections calmly and professionally.
• Active listening and practical problem-solving ability.
• High emotional intelligence and empathy.
• Ability to manage time well and prioritize tasks.
• Comfort with multitasking in a fast-moving environment.
• Resilience and the ability to perform under pressure.
• Results-oriented mindset.
• Strong attention to detail and accuracy.

Who Can Apply

This opportunity is best suited for professionals who already have experience in US collections, inbound/outbound voice processes, and customer negotiation. Candidates should be comfortable handling customer objections, discussing payment arrangements, working night shifts, and being present in the office throughout the week. It is also a strong fit for those seeking long-term growth in financial services and customer operations.

About the Organization

The employer is a global business process management company that provides integrated end-to-end services to clients worldwide. It operates delivery centers across multiple countries and focuses on improving efficiency, customer experience, automation, and process excellence. The organization is also known for strong people practices, industry recognition, and a large, diverse workforce.

Additional Information

• Career advancement opportunities are available.
• The work environment emphasizes high performance.
• Employees receive support for professional development and continuous learning.
• The workplace is designed to be supportive and inclusive.
• The role offers exposure to global financial services operations.
• Performance and achievements are recognized.