Description
Job Title: Agency Management Officer – Retail Collection Credit Management
Direct Supervisor: Collection Manager/ Recovery Manager
Job Purpose

Review and facilitate agencies who are assigned delinquent/charged off accounts to collect/recover from. These customers being assigned would be delinquent and may also be Skip and the agency needs appropriately follow up and recover dues owed to the Bank.

Key Result Areas:

Communicate targets and assess performance on an ongoing basis to ensure that all agencies are meeting/exceeding expected levels of performance.
Ensure follow ups done by the agency are captured on the collection system along with new contact details as per the process defined in the Agency Management Handbook.
Resolve queries from Agencies daily thereby enabling them to manage customers and deal with objections and get customers to pay what is owed to the bank.
Periodic reviews of follow ups done, actions taken, and progress being made along with clearly documented action plans.




Negotiating with customers based on numbers provided by agencies or through conference calls and direct interactions.
All interaction with customers must be only through recorded lines and interactions updated on the collections system. All communication must also be only approved formats.
Assisting in tracking skips and helping the agency find current contacts details including MOL and other checks, including document reviews, to consistently focus on improving the contactable base. Identifying and segregating the accounts as Contactable and Non-Contactable and driving appropriate actions to maximize collection/recoveries.
Raise settlement requests post reviewing the same and ensuring that once customers have settled accounts, clearance letters, police case releases are duly provided, and accounts closed in a timely manner.
Ensure periodic reviews are done in a structured manner and shared with immediate supervisor and the Collections/ Recovery Manager.
Ensure agency a

📌 Agency Management Officer.Cards-Recovery (Bengaluru)
🏢 Mashreq Bank
📍 Bengaluru