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If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting current direction, HSBC offers opportunities, support and rewards that will take you further. - Job Summary

- Responsible for managing collection for Early buckets across multiple portfolio (Cards/ Personal Loan/ Mortgages & Personal Line Of Credit).

- Ensuring efficient and effective & timely payment on the aforesaid portfolio while adhering to the regulatory requirement.

- Collaborate with the team of collection (at Nesco) develop tactical strategies, and work closely with the unit to resolve any queries/accounts.

- Support in conducting adhoc back-end activities (Swipe Request/ SBR’s)

- Manage “Risk” by way of identification & assessment and to mitigate such risk by implementing agreed strategy and by exercising good control.

- To ensure Bank’s laid down processes & polices are followed and customer fairness principles are adhered to all the time.

- Drive performance of the team matched against expected Past Dues & Front End, CTD & MTD for Loan Products. Maintain the Entry Rates much below the FRP.

- Maintain the Code Of Conduct laid down by the bank.

- Lead and actively participate in negotiations with delinquent customers to collect outstanding dues/ resolve issues.

- Conduct audit checks and provide timely, formal feedback.

- Effect collaboration with Internal stakeholders to enhance collections efficiency.



- Principal Responsibilities - Collections Performance & Adherence

- Set monthly / weekly targets for the team in line with business requirement.

- Tele-calling team are motivated to achieve the set targets in terms of Past Due, Front End for Cards / CTD & MTD for Loan Products.

- Support the team on a daily basis

- Review the Dialer metrics on a daily basis & raise a red flag wherever required.

- Design and implement effective collection strategies for cycles across the portfolio.

- Upkeep of performance records and ensure updation on collection efforts are capture on the collections system.

- To extend support to Tele-Calling unit (GSC) in helping them imbibe and follow HSBC’s Customer Fairness Principles.

- Lead and actively participate in negotiations with delinquent customers to collect outstanding dues/ resolve issues.

- Conduct audit checks and provide timely, formal feedback.

- Effect collaboration with Internal stakeholders to enhance collections efficiency. - Operational Effectiveness & Control

- Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy,



including the timely implementation of recommendations made by internal/external auditors and external regulators.

- To ensure all the Information Security Risk (ISR) guidelines are adhered.

- Run business in accordance with all guidelines and instructions covered under Desk Instruction Manual (DIM), and Customer Fairness Principles

- Achieve satisfactory audit ratings with neither any major repeat recommendations nor any adverse findings from external auditors or any compliance review.

- Respond all customer service escalations within 24 hours of notice and escalate the same to Customer Complaints team and ensure Upheld complaints don’t exceed the agreed threshold.

- Analyze the portfolio and provide timely feedback which can be provided to the risk department in terms of fraud accounts.

- Ensure Implementation of the Potential Enhanced Customer Needs policy.

- Perform all First Line of Defence (LoD) activities on timely basis. - Education Qualifications / Certifications and Requirements :

- Graduate (BSc/BCom/BA).

- Preferred experience in Collections.

- Strong Communication & analytical skills.

- Sound knowledge on the Banking sector in general.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

- Issued by The Hongkong and Shanghai Banking Corporation Limited, India_

📌 Telecalling Executive (Mumbai)
🏢 HSBC Global Services
📍 Mumbai