- Managing and Supervising the tele-calling team, Ensuring a smooth flow of work.
- Responsible for collections and recovery of overdue payments from customers and maximizing overall profitability.
- Guiding and driving the collection force to achieve the set targets of their respective locations.
- Making calls on high-risk delinquent accounts, settling accounts, and resolving customer queries.
- Responsible for achieving the target from Risk X to Written cases and reducing the delinquency rate of the locations.
- Ensuring all process parameters set by the company are adhered to and monitored.
- Responsible for hiring current collection agents/executives for dpd's/locations as per requirements.
- Taking regular reviews from all the agents/ collectors for the assigned pool Managed pre-emi team making reminders calls to make the customer aware of the payment dates and managing and follow up with the tele calling the agency for case resolution.
- Execute plans as per the MIS reports on a number of cases, and current portfolio size of Front-End cases and strategize collections and recovery based on resolution trend, bucketing, etc