Responsible for the implementation of collection strategy for the telecalling alternate & recovery team, track performance and ensure compliance to laid down processes and guidelines.
Role Accountability
Conduct recovery calls as per assigned portfolio to deliver on productivity and absolute recovery targets
Log accurate and relevant information of the conversation with the customer on system as per with recovery guidelines
Ensure proper documentation of customer interactions and raise alarms for any Early Warning Signals appropriately as per compliance procedures
Ensure adherence to internal guidelines and regulatory requirements in all activities performed
Ensure required hygiene metrics like TOS/wrap etc. are met as per given targets
Measures of Success
Money Recovered
Waiver Targets
No HRD Observations
Hygiene Targets (Wrap%/Not ready % etc.)
No adverse observations in internal/external audits
Process adherence as per MOU
Technical Skills / Experience / Certifications
Credit Card knowledge along with valuable understanding of recovery processes
Knowledge of dialer strategies
Competencies critical to the role
Stakeholder Management
Result Orientation
Process Orientation
Problem Solving Skills