- Allocation of cases.
- Managing HO WO pool in joint co-ordination with Central agencies & field teams.
- Representation of cases.
- Driving other central initiatives (wallet payment, Special Projects)
- Coordinator for field team w.r.t. technical issues faced in FinnOne.
- Setting allocation rules in co-ordination with IT team.
- Ensure proper resolution is provided for ICRM queries raised related to Collection issues.
Performance related
- Maintain the ratio of clearance through representation as per given targets.
- Adhere the TAT for completion of special projects.
- Ensure system rules are set well in time and execution is in line with logics set.
- Cases opened on Paynimo ID; maximum cases should be resolved without flowing them to field team.
- Ensure HO WO cases are allocated to central agencies as per stable pool.
Compliance related
- CRM queries needs to be closed as per the TAT assigned.
- Maintain the TAT of hold cases eligible for representation.
- Timely release of higher bucket cases hold on Paynimo ID
Key Skills Required
Technical Skills:
- Time discipline
- Working with others
- Relationship management
- Result orientation
- Multitasking
Key Performance Indicators
- Maximum cases are resolved through representation.
- Maximum cases are resolved on Paynimo id.
- Follow the timelines of central hold cases.
- Ensure proper logic is set in systems w.r.t. Allocation of cases.