Reports to: Telecalling Supervisor-Flows / Collection Manager - Flows
Location: Pan India
Job Function: Debt Management
Role Type: Collection Officer- Cards Flows
Direct Reportees: 0
Travel Required: Not required
Job Band Range: S1, S2
JD Created Date: 13-Mar-23
JD Updated Date: 30-July-25
Version No: 1.2
Job Purpose:
To achieve set business targets through resolution and settlements.
To ensure documentation of trails and feedback, coverage, and adherence to the Fair Practice Code during customer interaction.
Job Responsibilities:
Meet business targets for Resolution, Rollback, and Normalization on assigned portfolios.
Capture accurate feedback, trails, and reason codes in Collection System and Dialers.
Ensure 100% coverage on assigned accounts.
Increase and provide appropriate attempt intensity on accounts.
Provide accurate reason codes and feedback on allocated accounts.
Highlight any abnormal portfolio trends to the Supervisor.
Follow up for settlements, conducting due diligence and validating reasons.
Ensure focus segments are followed up with due diligence and enhanced productivity.
Coordinate effectively with field executives/vendors/Digitide staff for maximizing resolutions, rollback, and normalization.
Meet Dialer Productivity benchmarks.
Exhibit negotiation, communication, influencing, and time management skills for effective customer interactions.
Ensure adherence to the Fair Practice Code during collection activities.
Conduct collection follow-ups as per guidelines to ensure customer satisfaction and reduce complaints.
Actively participate in training sessions and learning initiatives to upgrade skills and stay aligned with role expectations and regulatory guidelines.
External vendors: For follow-up and feedback on the assigned portfolio.
Internal team: Collection Manager, Telecalling Supervisor, Bucket Manager, ACLM, Central Collection Team, CCM team, Process team, Training Team, and HR.