Collections Subject Matter Expert - Speech AI Solutions - US Contact Center

Job Title : Collections Subject Matter Expert - Speech AI

Location : Bangalore

Experience : 6-8 years

About the Role:

We are looking for an experienced Collections Subject Matter Expert (QA/Audit SME) to support the development of advanced Speech AI solutions. You will provide deep domain expertise in U.S. contact center collections workflows, ensuring that AI-driven processes reflect real-world collection strategies, operations, and compliance requirements.

- Ideal candidates include former or current collections team leads, senior collectors, or QA/audit specialists with strong experience in debt resolution and negotiation.

Key Responsibilities:

Collections Operations & Workflow Expertise:

- Analyze, map, and document end-to-end collections workflows, including delinquency handling, payment monitoring, and debtor communication.

- Manage collections activities such as contacting customers, investigating reasons for delinquency, negotiating settlements, and arranging payment plans.

Documentation & Compliance:

- Maintain accurate records of overdue accounts, payment histories, updates, refunds, and related documentation.

- Ensure all processes comply with company policies, collection laws, and communication guidelines involving creditors and insurance agencies.

Customer & Account Management:

- Respond to customer inquiries, process account updates, prepare memos/documentation, and oversee balance write-offs.

- Monitor account status, review inactive or dormant accounts, and prepare audit-ready reports with improvement recommendations.

Collaboration & Process Improvement:

- Work closely with internal teams to refine collections workflows.

- Support automation initiatives using Speech AI to enhance efficiency and recovery rates.

Requirements:

- 6-8 years of frontline experience in collections operations.

- Strong negotiation and conflict-resolution skills.

- Excellent analytical and problem-solving abilities.

- Proficiency in MS Office and database management systems.

- Exceptional verbal and written communication skills.

- Thorough understanding of collection laws, billing procedures, and regulatory compliance.

- Ability to handle administrative responsibilities efficiently.

- Capability to work under pressure and meet deadlines consistently.