- POSITION DESCRIPTION

JOB TITLE : Officer-Collections Retail GRADE : DM-I

DEPARTMENT : Collections Retail

LOCATION : Branch/Cluster

SUB-DEPARTMENT : NA

TYPE OF POSITION : Full-time

REPORTS TO : Cluster Collections Manager

REPORTING INTO

NA

- ROLE PURPOSE &
- OBJECTIVE

- This role is responsible to follow-up with Default customer for Recovery of over-due amount as per the Allocation
- For any unresolved cases, the incumbent needs to decide on the most value-added mode of follow-up; adopt different strategies for the collection at different point of time; work on having the customers being treated well during the Overdue Follow up
- Motivate the customers to make on time Repayment
- Trace out the absconded default customers and initiate recovery process
- SIZE OF THE ROLE

FINANCIAL SIZE NON-FINANCIAL SIZE

- Portfolio Size – 70 Cases for 7 Cr.
- NA
- KEY DUTIES &

RESPONSIBILITIES OF THE ROLE

Business

- Follow up with the customers to collect the repayment from the customer
- Convince the customers to make the repayment, take PTP’s and follow up
- Update the status of the repayment to cluster.
- Update the details of the interaction with the customer in the collection system.
- Issue the Receipt to the customer and deposit the amount with the Cashier
- Communicate the customers about the consequences of non-payment
- Trace out of absconded default customers and initiate recovery process
- Initiate the Legal process in case of Non-Repayment based on the Document available with the organization
- Manage collection process and legal guidelines
- Initiate the process of reporting full details about non-payment customers for action plan and maintain the Monthly Collection Target is met
- Ensure that the Monthly individual collection target is met




- Help distribution team in FTOD collection and working for preventive collection of cases.

Customer

- Interact with the customers politely, Convince the customer to make the repayment
- Maintain fair collection practices while dealing with customers
- One should contact people other than the customers only to locate the borrower
- Communicate the Consequences thoroughly to the customers about the Non-payment
- Issue the notices to the customers at different stages with details of further course of action
- Understand the customers situation and adopt various strategies for collection
- Customers should be treated with respect and no false, deceptive, or misleading claims should be made for the purpose of collecting repayments. This includes misrepresenting his/ her identity or falsifying facts about debt status or consequences of non-repayment or claiming any monetary or non-monetary awards post tracing of the customer.

Internal process

- Ensure that collection process and legal guidelines to be adhered
- Complete administrative work related to collection such as updating delinquent account history, updating change of customers' information, providing and maintaining MIS report, reviewing of collection feedback on Daily, Weekly &
- Monthly basis, etc.
- Review the Cases with Cluster Manager before taking further course of action
- Report any fraud identified in the field to Vigilance




- Interact with different teams at appropriate verticals and if required engage them for collections.

Learning &

- Performance

- Ensure that you are up to date on all relevant circulars and all products/services offered in the Branches.
- Ensure adherence to training man-days/ mandatory training programs for self
- Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self.
- Ensure coordination between different teams, to build a team-oriented spirit and shared sense of purpose.
- MINIMUM REQUIREMENTS OF KNOWLEDGE &

SKILLS

Educational

Qualifications

- 12 th Pass/ Graduate in a related field

Experience

- 2 years of experience for 12th Pass candidate and/or 1 yr of experience for a graduate in relevant areas of collections, risk controls

Certifications
- DRA Certification

Functional Skills
- Fluent in Communication in the local language
- Understanding of the documents of the Secured Loans
- Knowledge of various strategies that can be adopted for recovery of secured loan –
- Legal etc.
- Has to have tenacity in meeting targets.
- Take responsibility of effectiveness and timely completion of work.
- Planning, organizing and time management skill. Should have the ability to prioritize.

Behavioral Skills
- Good Convincing skills which can be adopted during the collection.
- Strong communication skills with the ability to communicate directly with field staff & customers.
- Local language skills will be preferred
- KEY INTERACTIONS

INTERNAL

EXTERNAL

Vigilance officers

Customers and Family Members

Tele Callers and Back End Collection Manger

Police Personnel

Branch Head, Loan Officer

Vendors

Legal Manager

Vigilance officers

PREPARED BY: Shibu Baby

DATE: 05-02-2024

REVIEWED BY

DATE

LAST UPDATED BY: TM Team

DATE: 13-02-2024

📌 Officer-Collections Retail (Ahmedabad)
🏢 Ujjivan Small Finance Bank
📍 Ahmedabad