ROLE OVERVIEW

CFM Asset Reconstruction Private Limited is looking for a Collection Officer – Retail Assets to support the growing retail stressed-asset portfolio.

The incumbent will be responsible for managing assigned borrower accounts, conducting regular follow-ups, facilitating recoveries and settlements, undertaking field visits, maintaining collection records, and coordinating internally for resolution of delinquent/stressed retail accounts.

The role requires a strong understanding of retail collections, borrower handling, negotiation, field recovery processes and documentation.

KEY RESPONSIBILITIES

1. Retail Collections & Recovery

- Manage an assigned portfolio of delinquent/stressed retail accounts and drive recovery against defined collection targets.
- Follow up with borrowers through telephone, email, written communication and field visits.
- Understand the borrower's repayment situation and work towards appropriate recovery/resolution.
- Ensure timely follow-up on outstanding dues, settlement commitments and payment arrangements.
- Track PTP (Promise to Pay) cases and ensure timely follow-up on commitments.
- Identify difficult or non-responsive accounts and escalate them appropriately.

2. Field Collections & Collections Agency Management

- Conduct borrower/residence/business visits wherever required for recovery and verification.
- Maintain proper records and visit reports for all field collection activities.
- Ensure collections are undertaken professionally and strictly in accordance with applicable policies, regulatory requirements and the organisation's code of conduct.
- Coordinate with empanelled collection/recovery agencies and allocate cases/accounts to agencies as per the defined allocation strategy.
- Monitor agency-wise allocations, collection performance, recovery efficiency and ageing of assigned cases.




- Track agency performance against agreed collection targets and regularly follow up on pending/non-moving cases.
- Review agency MIS, field visit updates, PTPs, recoveries and borrower feedback to ensure timely action on allocated accounts.
- Identify underperforming agencies or allocations and recommend reallocation/escalation of cases wherever required.
- Conduct periodic performance reviews with collection agencies and highlight key gaps, challenges and action items to the reporting manager.
- Ensure collection agencies and their representatives adhere to applicable regulatory requirements, internal policies, approved recovery practices and borrower conduct standards.
- Reconcile collection updates and ensure recoveries received through agencies are appropriately recorded and reported.

3. Settlement & Resolution

- Engage with borrowers to understand their financial position and explore feasible repayment/settlement options.
- Assist in preparation of settlement/OTS proposals based on discussions with borrowers and internal guidelines.
- Follow up on approved settlements and ensure adherence to agreed payment schedules.
- Escalate deviations, broken commitments and settlement defaults to the reporting manager.

4. Legal & Resolution Coordination

- Coordinate with the Legal and Resolution teams for accounts requiring legal action or further escalation.
- Provide required borrower information, collection history, visit reports and supporting documents for legal proceedings.




- Follow up on accounts under legal/recovery proceedings and support execution of the agreed resolution strategy.

5. MIS & Documentation

- Maintain accurate and updated records of borrower interactions, collection status, PTPs, recoveries and field visits.
- Update collection/recovery systems and trackers on a timely basis.
- Prepare daily/weekly/monthly collection MIS as required.
- Maintain appropriate supporting documentation for payments, settlements and borrower communications.
- Highlight high-risk, sensitive or critical accounts to the reporting manager.

6. Compliance & Customer Conduct

- Follow all applicable RBI guidelines, internal policies and fair-practice requirements while dealing with borrowers.
- Maintain skilled and respectful communication during all borrower interactions.
- Ensure confidentiality of borrower and account information.
- Ensure that no unauthorized commitments or representations are made to borrowers.

REQUIRED QUALIFICATIONS & EXPERIENCE

- Graduate in any discipline. Commerce, Finance, Banking or related qualification preferred.
- 2–5 years of relevant experience in Retail Collections / Recovery / Stressed Assets / Retail Lending.
- Experience with Banks, NBFCs, ARCs, FinTech lenders or Collection/Recovery Agencies preferred.
- Exposure to secured retail loans such as Home Loans, LAP, Vehicle Loans and other retail lending products would be an advantage.
- Experience handling delinquent/NPA accounts and field collections is preferred.

REQUIRED SKILLS & COMPETENCIES

- Retail Collections & Recovery
- Borrower Handling & Negotiation
- Field Collections
- Delinquency/NPA Management
- Settlement / OTS Follow-up
- Promise-to-Pay Tracking
- Collection MIS & Reporting
- Documentation & Record Keeping
- Basic understanding of recovery/legal processes
- Strong communication and interpersonal skills

Result-oriented with ability to work against collection targets

📌 Collection Officer (Mumbai)
🏢 CFM Asset Reconstruction
📍 Mumbai