Job Title: Customer Retention Officer (Collections & Recovery)

Sector : Financial Services / Fintech / Banking

Department : Risk Management & Customer Success

Role Objective

To manage the delicate intersection of debt recovery and relationship management. You will engage with customers who have defaulted on loans, credit cards, or lines of credit, using a "consultative recovery" approach to rehabilitate their accounts and retain them as viable long-term clients of the institution.

Key Responsibilities

- Financial Counseling & Rehabilitation : Move beyond standard collection scripts to act as a financial advisor. Help customers understand their debt and restructure it into manageable products (e.g., loan refinancing or debt consolidation).
- Late-Stage Retention : Proactively identify customers in the early stages of delinquency (30-60 days) and intervene with retention offers to prevent the account from moving to "Write-Off" status.
- Regulatory Adherence : Execute all recovery efforts in strict accordance with TCF (Treating Customers Fairly) principles and local banking regulations (e.g., FDCPA, CFPB, or regional equivalents).
- Risk Assessment : Analyze credit bureau reports and internal payment history to determine the customer’s "willingness vs. ability" to pay, adjusting the retention strategy accordingly.
- Feedback Loop :



Collaborate with the Underwriting and Product teams to report trends in why certain segments are defaulting, helping to refine future lending criteria.

Technical & Soft Skill Requirements FeatureRequirementFinancial Literacy Deep understanding of interest rates, APR, amortization schedules, and credit scoring. Empathy & Grit The ability to handle high-pressure conversations with compassion while remaining firm on recovery targets. Legal Knowledge Familiarity with legal proceedings (e.g., demand letters, repossession laws, or small claims). Data Proficiency Ability to navigate core banking systems (e.g., Temenos, Oracle Flexcube) and Excel for portfolio tracking.### Performance Metrics (KPIs)
- Cure Rate : The percentage of delinquent accounts that return to "current" status.
- Roll Rate Prevention : Successfully stopping accounts from moving from one delinquency bucket to the next (e.g., keeping a 30-day late account from hitting 60 days).
- Net Promoter Score (NPS) : Measuring customer satisfaction specifically after a recovery interaction.
- Account Rehabilitation Volume : Total value of debt restructured into performing assets.

Pay: ₹15,000.00 - ₹17,000.00 per month

Perks :

- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Retention Officer (Amravati)
🏢 Bharat Finance Inclusion
📍 Amravati