Manager -Collection & Retention Field

Role

Field Executive – Retentions & Collections

Job Level/ Designation

M1

Function / Department

Customer Service

Location

Guwahati, ANE Circle

Job Purpose

• Drive assigned Retention & collection agencies for delivery of KPIs.


• Ensure SLA delivery with complete adherence to Code of Conduct.


• The job involves to Drive Agencies for Retention, Collection, Provision roll back and Involuntary churn and deliver the targets.


• Required do regular visits to the agencies and field on regular basis to review the performance and other SLAs and ensure productivity enhancement.

Key Result Areas/Accountabilities

• Drive assigned Retention & Collection agencies for delivery of KPIs.


• Ensure SLA delivery with complete adherence to Code of Conduct.


• Develop and plan infrastructure at agency as per allocation and forecast.


• Ensuring all reports and feedbacks are well maintained at the agencies and they are utilized for taking subsequent action in portfolio.


• Have a strong governance process for Retained cases, Field visit, receipt book audits, I cards register, Cash register, COC and HSW.


• Do regular field visit with/without field agent for audit/recovery purpose


• Engage in development and implementation of various training/coaching programs of team members

Core Competencies, Knowledge, Experience

• Strong Negotiation skills and communication skills


• Exposure to customer retention & collection role.


• Analytical Skills.


• Good process / systems knowledge / experience


• Presentation Skills

Must have technical / professional qualifications

• Graduate / PG in any field


• Communication skills


• MS Office & Presentation Skills