Adept Scribes Private Limited

Shanti Nagar, Bangalore

Handle inbound and outbound calls for US motor vehicle insurance customers Respond to customer queries related to insurance coverage, guidelines, and documentation Provide accurate, clear, and professional information while ensuring customer satisfaction Maintain detailed and accurate call records and update internal systems Follow compliance guidelines and quality standards consistently Coordinate with internal teams to ensure seamless resolution of customer issues Meet performance metrics related to quality, productivity, and customer experience

We are looking for a *Debt Collection Executive* to join our on-site team in Bengaluru. This is a *full-time* role focused on a *US-based debt collection process*, requiring professionals who can engage with customers, recover outstanding balances, negotiate payment solutions, and adhere to industry regulations while maintaining professionalism and customer satisfaction. *Key Responsibilities:* * Contact customers via phone and email to follow up on outstanding payments. * Discuss and negotiate appropriate repayment plans based on customers' financial situations. * Accurately record customer interactions, agreements, and updates in the system. * Ensure compliance with *Fair Debt Collection Practices Act (FDCPA)* and other US debt collection regulations. * Escalate unresolved cases requiring legal action or further intervention. * Meet collection targets while providing a professional and respectful customer experience. * Work collaboratively with internal teams to address account discrepancies and customer concerns. *Required Skills & Qualifications:* * *Experience:* At least *1 year* of experience in *International debt collection, preferably handling **US-based* accounts. * *Communication:* Strong verbal and written English skills. * *Negotiation Skills:* Ability to effectively persuade and assist customers in settling their debts. * *Technical Skills:* Proficiency in CRM systems, dialers, and Microsoft Office. * *Regulatory Knowledge:* Familiarity with US debt collection laws. * *Problem-Solving:* Ability to address objections and find effective solutions. * *Flexibility:* Willingness to work in the *US Shift*, aligning with American time zones.

Job Description: Bilingual Customer Support Agent (English & Hindi) Role Overview The Bilingual Customer Support Agent is responsible for handling inbound customer queries related to cab bookings, cancellations, fare inquiries, lost items, complaints, and other ride-related issues in both English and Hindi. The agent ensures a seamless customer experience by providing accurate information, resolving issues efficiently, and maintaining high service standards. Key Responsibilities Handle Inbound Calls & Queries: Assist customers with booking rides, cancellations, fare adjustments, ride history, and driver-related issues. Bilingual Support: Communicate fluently in English and Hindi to cater to diverse customers. Resolve Complaints & Escalations: Address customer concerns, complaints, and disputes professionally and escalate unresolved issues to the Team Leader or Shift Supervisor. Assist with Lost & Found Cases: Help customers retrieve lost items by coordinating with drivers and support teams. Follow Standard Call Scripts & Guidelines: Maintain accuracy, compliance, and professionalism during calls. Maintain Accurate Records: Update customer interactions, issue resolutions, and ride-related data in the CRM system. Meet Performance Targets: Achieve KPIs such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT). Adhere to Company Policies & Compliance: Follow security, data privacy, and operational guidelines. Skills & Qualifications Education: Minimum 12th Pass / Graduate (Preferred). Experience: 0-2 years in a customer service or call center role (Experience in ride-hailing or transport services is a plus). Language Proficiency: Fluent in English & Hindi (both verbal & written). Communication Skills: Strong verbal clarity, listening, and problem-solving abilities. Technical Skills: Familiarity with CRM tools & call center software (e.g., Freshdesk, Zendesk, Five9). Basic