Job Information
HSBC Telecalling Executive in Mumbai, India
Telecalling Executive
Brand: HSBC
Area of Interest: Branch and Retail Banking
Location:
Mumbai, MH, IN, 400063
Work style:
Date: 20 Apr 2026
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Job Summary
Responsible for managing collection for Early buckets across multiple portfolio (Cards/ Personal Loan/ Mortgages & Personal Line Of Credit).
Ensuring efficient and effective & timely payment on the aforesaid portfolio while adhering to the regulatory requirement.
Collaborate with the team of collection (at Nesco) develop tactical strategies, and work closely with the unit to resolve any queries/accounts.
Support in having collections activities conducted on a timely manner basis the requirement of the portfolio (Calling the high-ticket customer, email dunning on identified accounts, reviewing the portfolio, giving value add inputs)
Support in conducting adhoc back-end activities (Swipe Request/ SBR’s)
Manage “Risk” by way of identification & assessment and to mitigate such risk by implementing agreed strategy and by exercising good control.
To ensure Bank’s laid down processes & polices are followed and customer fairness principles are adhered to all the time.
Drive performance of the team matched against expected Past Dues & Front End, CTD & MTD for Loan Products. Maintain the Entry Rates much below the FRP.
Maintain the Code Of Conduct laid down by the bank.
Lead and actively participate in negotiations with delinquent customers to collect outstanding dues/ resolve issues.
Conduct audit checks and provide timely, formal feedback.
Effect collaboration with Internal stakeholders to enhance collections efficiency.
Principal Responsibilities
Collections Performance & Adherence
Set monthly / weekly targets for the team in line with business requirement.
Tele-calling team are motivated to achieve the set targets in terms of Past Due, Front End for Cards / CTD & MTD for Loan Products.
Support the team on a daily basis
Review the Dialer metrics on a daily basis & raise a red flag wherever required.
Design and implement effective collection strategies for cycles across the portfolio.
Upkeep of performance records and ensure updation on collection efforts are capture on the collections system.
To extend support to Tele-Calling unit (GSC) in helping them imbibe and follow HSBC’s Customer Fairness Principles.
Lead and actively participate in negotiations with delinquent customers to collect outstanding dues/ resolve issues.
Conduct audit checks and provide timely, formal feedback.
Effect collaboration with Internal stakeholders to enhance collections efficiency.
Operational Effectiveness & Control
Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
To ensure all the Information Security Risk (ISR) guidelines are adhered.
Run business in accordance with all guidelines and instructions covered under Desk Instruction Manual (DIM), and Customer Fairness Principles
Achieve satisfactory audit ratings with neither any major repeat recommendations nor any adverse findings from external auditors or any compliance review.
Respond all customer service escalations within 24 hours of notice and escalate the same to Customer Complaints team and ensure Upheld complaints don’t exceed the agreed threshold.
Analyze the portfolio and provide timely feedback which can be provided to the risk department in terms of fraud accounts.
Ensure Implementation of the Potential Enhanced Customer Needs policy.
Perform all First Line of Defence (LoD) activities on timely basis.
Education Qualifications / Certifications and Requirements :
Graduate (BSc/BCom/BA).
Preferred experience in Collections.
Strong Communication & analytical skills.
Sound knowledge on the Banking sector in general.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
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Issued by The Hongkong and Shanghai Banking Corporation Limited, India