Specialist Tele Collections

Job PurposeTo maintain the bucket balances and reduce NPA on the bank’s bookEnsuring that effective tools are applied to recovery lossesEnsuring all the data requirements are managed well for any inputs needed for analytics , legal inputs, etc.

Key Accountabilities1)Managing Front-end Collection for Personal Loans2)Tele-collections include Pre & post delinquency3)Monitoring day in day out tele-collections w.r.t to dialer campaigns, Tele- caller productivity4)Tracking of daily Tele-caller & Field collector productivity by maximizing payment recoveries from Delinquent accounts5)Sample Call monitoring of calls made by Tele-callers & give feedback to DCA staff on furtherWork with Debt Collection Agencies & Branches to deliver on Target performance in Pre-charge off as well as Post-Charge off buckets6) Track Debt Collection Agencies (DCA) performance on a daily & monthly basis against MTD target v/s achievement & issuing performance letters monthly7) Reconciliation of payments collected along with receipts on a daily basis, to check for any fraud/siphoning of funds by DCA staff8) Perform Audit on DCA by conducting site-visits on a semi-annual basis; Perform Annual review on the Agencies i.e. Financial & reputations; information security & control; on-site review results, service level & yearly performance.9) Execution of legal remedies like sec.138,arbitration, Lok Adalat, SARFAESI Act etc on defaulting customers for recovery of outstanding.10) Visiting Branches, Customers & DCA’s for to drive collections & ensure assigned targets are achieved.11) Follow-up with customers of retail products to walk into the branches and make payments toward their overdues.12) Managing data & MIS’s as per the requirement.

Job Duties & responsibilities

1. Conducting the On-Boarding of shortlisted Debt Collection Agencies(DCA) as per the ORR process2. Ensure the DCA complies with Bank’s Outsourcing requirement3. Review & investigates customer complaints on DCA4. Review customer’s settlement proposal when raised by the DCA5. Perform Controlled Self-Assessment on the DCA on a month on month basis6. Capacity planning for DCA’s from time to time7. Check on timely account allocation to the DCA8. Tracking of daily Tele-caller & Field collector productivity by maximizing payment recoveries from Delinquent accounts9. Sample Call monitoring of calls made by Tele-callers & give feedback to DCA staff on further improvement. Knowledge of managing dialers in the past would be an added advantage10. Checking of Invoices raised by DCA and tracking for timely payment to DCA’s11. Any other responsibility assigned to him/her from time to time by the SupervisorAdditional Responsibilities:• Working on implementation of Collection Management system for India Consumer business• UAT Testing of various modules of Collection Management system(CMS)• Testing of mobility solution & Agency Management module as part of the CMS implementation• Liasoning with local & regional technology team for timely delivery of various Collection system module• Acting as a back-up to system administrator for CMS• Preparing training document for Collection Management system

Required ExperienceAt least 8 years of experience in Retail Collection( Experience in Credit Cards collections is a must)

Education / Preferred QualificationsGraduate/Post Graduate along with sound domain knowledge in Retail Collections

Core Competencies1) Good analytical skills2) Good presentation & negotiation skills3) Good interpersonal skills4) Good knowledge of the industry5) Acumen to manage Collection agencies

Technical Competencies1) Sound knowledge of policies / lending frameworks followed for retail products2) Good knowledge of Collection tools & techniques3) Sound understanding of regulatory guidelines on Collections issued by RBI (local regulations in India), MAS and local laws and regulations that impact retail businesses in general.4) Knowledge of various Asset products and risks associated with them