Tele Caller – Debt Recovery Agent

Job Description 

Job Code: HRD/ITC/TC-DRA/2025-2026/JD-0089 

Job Title: Tele Caller – Debt Recovery Agent 

Location: Bengaluru, India  

Reports To: Debt Recovery Team Lead  

About iTCart Private Limited (iTCart):  

iTCart Private Limited isn’t just a company – it’s a global movement redefining how industries think, operate, and thrive in the age of Artificial Intelligence. Headquartered in Bengaluru, India’s Silicon Valley, and spanning across innovation hubs in the USA, UK, KSA, UAE, and LATAM, iTCart stands at the forefront of AI-powered digital transformation. We don’t follow trends; we create them. With a relentless focus on AI-driven disruption, iTCart’s Patent-pending AIX Framework serves as the backbone of a new era of efficiency, innovation, and scalability. This proprietary technology isn’t just a tool – it’s a paradigm shift. From automating complex workflows to unlocking hyper-personalized insights with Generative AI, our solutions empower enterprises to leapfrog from legacy systems to future-ready ecosystems. 

Position Overview 

The Tele Caller – Debt Recovery Agent is responsible for handling outbound and inbound calls, engaging with customers to recover outstanding debts, and ensuring timely payments while maintaining a professional and customer-centric approach. The ideal candidate should have excellent communication skills, negotiation abilities, and a resilient attitude to manage sensitive financial discussions effectively. This role is suited for freshers as well as experienced professionals (0-4 years) in debt collection, telecalling, or customer service. 

Key Responsibilities 

1.Outbound & Inbound Debt Recovery Calls 

• Make outbound calls to customers with overdue payments, persuading them to settle their dues. 

• Handle inbound customer inquiries related to outstanding debts, payment plans, and settlements. 

• Ensure professional and polite communication, maintaining customer dignity while driving recovery. 

2. Negotiation & Payment Resolution 

• Convince customers to repay their debts in a structured and timely manner. 

• Offer alternative repayment solutions, including EMIs, settlements, or revised due dates, when applicable. 

• Maintain a balance between assertiveness and empathy, ensuring compliance with company policies. 

3. Customer Relationship Management & Follow-Ups 

• Build and maintain positive customer relationships, reducing future default risks. 

• Schedule follow-up calls with defaulters to ensure commitment to agreed payment terms. 

• Address customer concerns, objections, or disputes professionally, seeking resolutions where possible. 

4. Compliance with Legal & Financial Regulations 

• Adhere to all legal, regulatory, and ethical standards in debt recovery communications. 

• Maintain strict confidentiality of customer financial information and sensitive data. 

• Avoid aggressive collection tactics, ensuring compliance with debt collection guidelines and fair practices. 

5. Accurate Documentation & Record Keeping 

• Maintain detailed call logs, recovery updates, and payment commitments in the system. 

• Update customer profiles with accurate contact details, debt status, and collection history. 

• Provide timely reports on call performance, collections, and challenges to the management. 

6. Collaboration with Internal Teams 

• Work closely with the Collections, Legal, and Customer Support teams to resolve disputes. 

• Escalate complex cases, legal matters, or non-responsive customers to senior management. 

• Provide feedback on process improvements to enhance overall debt recovery effectiveness. 

7. Handling High-Volume Calling Targets 

• Achieve daily, weekly, and monthly call targets, ensuring consistent customer outreach. 

• Manage multiple accounts simultaneously, prioritizing calls based on urgency and value. 

• Stay motivated and meet collection goals while maintaining high call quality standards. 

8. Payment Assistance & Financial Education 

• Guide customers on available payment channels, online transactions, and auto-debit setups. 

• Educate customers on the implications of non-payment, including penalties and legal actions. 

• Provide support in clarifying financial statements, account balances, and settlement terms. 

9. Conflict Resolution & Customer Retention 

• Handle irate or difficult customers professionally, de-escalating tense situations. 

• Offer win-win solutions to retain customer goodwill while securing payments. 

• Maintain a positive and patient attitude, ensuring a high standard of customer service. 

10. Continuous Learning & Skill Enhancement 

• Stay updated on industry best practices, legal compliance, and debt recovery strategies. 

• Participate in training sessions, workshops, and performance improvement programs. 

• Learn and apply advanced negotiation techniques to improve collection success rates. 

Key Performance Indicators (KPIs) 

1. Collection Efficiency & Recovery Rate 

• Target: Achieve a minimum monthly recovery rate based on assigned portfolios. 

• Measure: Percentage of total outstanding debt recovered within a given period. 

• Success Indicator: Exceeding set collection benchmarks and financial goals. 

2. Daily Call Volume & Contact Rate 

• Target: Make 100-150 calls per day, ensuring a minimum 60% contact rate. 

• Measure: Number of customers successfully reached and engaged. 

• Success Indicator: Consistent call volume with a high contact-to-conversion ratio. 

3. Payment Commitments & Follow-Through 

• Target: Secure at least 50% of contacted customers to commit to a repayment plan. 

• Measure: Number of commitments received versus completed payments. 

• Success Indicator: High commitment-to-payment fulfillment rate. 

4. Dispute Resolution & Customer Retention 

• Target: Resolve at least 80% of customer disputes related to outstanding payments. 

• Measure: Number of successfully negotiated settlements and resolved complaints. 

• Success Indicator: Low dispute escalation rates and high customer retention. 

5. Compliance & Quality Assurance 

• Target: Maintain 100% compliance with legal and ethical collection practices. 

• Measure: Internal audits, call monitoring reviews, and compliance scores. 

• Success Indicator: Zero regulatory violations or customer complaints regarding unethical behavior. 

6. Productivity & Call Effectiveness 

• Target: Maintain a call-to-promise (PTP) ratio of at least 40%. 

• Measure: Calls made versus actual repayment commitments secured. 

• Success Indicator: Higher conversion rate from calls to payment actions. 

7. Customer Satisfaction Score (CSAT) 

• Target: Achieve minimum CSAT score of 80% or higher. 

• Measure: Customer feedback, complaint resolution, and service ratings. 

• Success Indicator: Positive customer interactions while maintaining firm recovery goals. 

Mandatory Qualifications 

• 0 to 4 years of experience in related field.  

• Educational Qualification: Minimum 10+2 (PUC) / Diploma. A Bachelor’s degree (B.Com, BBA, BA, or equivalent) is preferred but not mandatory. 

• Language Proficiency: Fluency in English and Kannada (additional regional languages will be an advantage). 

• Computer Skills: Basic MS Office knowledge and familiarity with CRM tools, call center software, and digital payment platforms. 

• Age Requirement: Minimum 18 years and above as per legal employment regulations. 

Why iTCart?  

Global Impact, Local Precision: Serving 25+ industries, Technology, BFSI, Healthcare, Real Estate, and beyond – we tailor AI to solve region-specific challenges while driving universal progress.  

The AIX Ecosystem: Our suite of cutting-edge platforms (AIX HUB, AIX Desk, RCM AIX, Insure AIX, and more) acts as the central nervous system for businesses, transforming raw data into strategic mastery.  

Beyond Profit: We measure success not just in revenue, but in societal impact. Every innovation is infused with purpose – reinvesting in communities, reducing global inequities, and democratizing access to AI for businesses of all sizes.  

Vision To be the architect of the world’s smartest enterprises, where AI isn’t an add-on but the DNA of every operation. We envision a future where iTCart’s technology erases the line between human potential and machine capability, enabling industries to scale limitlessly, act fearlessly, and lead unapologetically.  

Welcome to the future, engineered today. 

How to Apply 
Send your resume and a cover letter detailing your experience to hr@itcart.io or apply directly on our Career Page https://itcart.io/careers/.