Job Description
We are looking for a firm yet empathetic professional to join our team as a Payments & Resolution Executive. In this role, you will manage overdue payment follow-ups through timely communication, clear conversations, and resolution-oriented support.
This is a high-ownership role that requires strong communication skills, professionalism, and the ability to handle sensitive conversations with care. The ideal candidate can balance customer experience with payment discipline, while maintaining the brand's reputation and trust.
Key Responsibilities
Reach out to customers with overdue payments via calls, WhatsApp, email, and other approved channels
Communicate outstanding dues clearly, professionally, and respectfully
Understand reasons for delays and guide customers on available resolution options (as per company policy)
Negotiate and follow up on payment commitments within approved frameworks
Track promises to pay (PTPs), follow-up timelines, and payment closures accurately
Maintain detailed records of all interactions and updates in the CRM / internal systems
Coordinate with internal teams (Finance, Support, Sales, Ops) for issue resolution, escalations, and account clarity
Ensure all communication adheres to company guidelines, compliance standards, and escalation protocols
Share regular updates on collection status, risks, and trends with the reporting manager
Support process improvements to improve recoveries while preserving customer trust and experience
What We're Looking For
24 years of experience in collections, receivables, customer support, or payment follow-up roles
Strong verbal and written communication skills (English + Hindi preferred; additional regional language is a plus)
Ability to handle difficult conversations calmly and professionally
Good negotiation and persuasion skills without being aggressive
High attention to detail and comfort with maintaining data / CRM records
Strong follow-up discipline and ownership mindset
Basic working knowledge of Google Sheets / Excel and CRM tools
Experience in EdTech, BFSI, or customer-facing collections roles is an advantage
Preferred Traits
Empathy with accountability
Strong listening skills
Composed under pressure
Process-oriented and consistent
Solution-focused mindset
Important Note
This role requires responsible and respectful communication with customers. We are committed to ethical recovery practices and a positive customer experience, and we expect the same from every team member.
Why Join Us
Opportunity to work in a fast-paced, mission-driven environment
High ownership role with visible business impact
Collaborative team culture and growth opportunities
Chance to build a strong career in receivables, operations, and customer lifecycle management
Skills: communication,accountability,customer experience,negotiation skills
