The role holder will be responsible to be out in the Field to handle collection of payments for specific products. The role holder is also responsible for ensuring collection efficiency.
Core Responsibilities:
- Works towards maintaining and enhancing relationships with key customer accounts and ensure maximum collections.
- Visits customers' basis the allocation received and collect overdue payments by building relationship either through Field visits or calls.
- Provides necessary intensity to the High value accounts and ensure delinquency is cured.
- Works closely with agencies and other executives for timely resolution of accounts.
- Completes all documentation and CRM updating to ensure adherence to establishes guidelines and maintenance of highest quality standards of documentation, client communication, and process compliance.
- Works in close coordination with relevant Business Units to ensure smooth and quick turnaround of transaction as and when required.
- Understands the competencies relevant to his/her role, and works towards displaying as well as developing these effectively.
- Takes ownership his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
- Keep abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.
Receivables Management:
- Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
- Opening inventory reduction across buckets/portfolio.
- Deliver monthly performance in terms of Resolution, Rollback & Normalisations as per the targets for the assigned portfolio across buckets.
- Pre-NPA & NPA resolution, NPA normalisation & GCL Saves.
- Tracking of Dedupe NPA accounts both causing and affecting other product accounts through customer level tracking and save NPA's for the overall Bank.
- Timely allocation, Field Coverage and follow-up intensity of visits to be tracked to achieve the assigned targets.
- Vendor and Field Officer level performance monitoring and improvement.
- Money collections targets against Principal, fees & charges to be achieved.
- Sensitive potential escalation accounts to be highlighted immediately to the Supervisor & Senior management.
- Skip marking, deceased marking, highly sensitive accounts flagging to be done.
- Ensure the Telecalling & Field Follow-up trails are updated in the respective Web & mobile applications for contact history updating.
- Vendor / In-house teams to be managed for optimum productivity by tracking their number of calls & visits, PTP conversion, timely follow-up etc.
Vendor Management:
- Managing the Outsourced Field or referral vendors.
- Laggard Vendors or Field Officer's to be tracked for improvement on regular basis.
- Need to ensure compliance from vendors on the laid down processes and the guidelines of the Bank.
- Performance of the Vendor's to be evaluated and address deficiencies.
- Ensure 100% compliance of DRA Certification, Police verification, CIBIL clearance of the agency staff.
- Code of conduct to be adhered by the agency staff while calling and field follow-up.
- Ensure adequate manpower provided by the vendor commensurate to the allocation provided.
- Regular audits to be done in the vendor place to ensure all the processes are followed while contacting the customers for collections.
Process Management:
- All the Bank processes to be adhered without any deviation.
- Ensures respective agencies are compliant with audit and infosec requirements of the organisation.
- Ensure that calls are made on the portfolio only through recorded lines and authorized modes.
- Field visits to be updated in line with the laid down process.
- Cash deposit process including monitoring TAT taken by agencies to deposit money collected.
- Receipt Management to be monitored as per the laid down processes.
- Settlement process involving issue of settlement letters to be in line with approvals received as per the authorised process.
- Manage Complaints / escalations and ensure all cases resolved within TAT.
- Training programs to be conducted monthly and all employees to be covered for minimum hours as per prescribed timelines.
- All vendor bills are processed within TAT committed as per the process of the Bank.
- Identify and encourage opportunities for digital payment collection and educate customers on its use.
- Ensure 100% usage of collection system and Bank specified receipt collection tools.
- Ensure NIL cash TAT delay and mis-posting of payments.
- Track for any mis-appropriation of Bank funds by vendors/employees and highlight immediately to the Supervisor/Senior management.
Key Interactions:
- Various departments within Bank for resolution of cases applicable.
- HR department for recruitment and training.
- Customers/Auditors, Vendors.
- Interact with credit bureaus and relevant stakeholders.
CORE COMPETENCIES:
- Customer Focus:
Listens to and demonstrates an understanding of customers stated and unstated needs. Delivers customer value through timely and quality execution of tailored customer solutions. Develops an understanding of problems and employs existing or new methods to find solutions.
- Professional Entrepreneurship:
Takes proactive and constructive action at work with little or no direction from others. Displays responsibilities for problems, initiatives, and tasks that lie within the domain of own role.
- Drive for Results:
Seeks to understand the rationale for key decisions and understands implications for own role/action. Displays a sense of urgency to deliver outcomes as per stated timelines. Reacts to challenges by displaying optimistic demeanor.
- Influence and Impact:
Uses simple persuasion techniques to achieve the desired result/action/commitment from others. Responds to stated requirements of internal/external stakeholders by keeping a solution-oriented mind-set.
- Quality Focus:
Ensures adherence to quality standards in work/service delivery. Identifies opportunities for improvement in the routine course of work. Adherence to laid down systems and procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement.
TECHNICAL COMPETENCIES:
- Robust Communication skills (Verbal and Written).
- Ability to penetrate markets and ensure collection infrastructure is built.
- Ability to understand customer behaviour.
📌 Skill (Delhi)
🏢 Equitas Micro Finance India
📍 Delhi
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