- To maintain the bucket balances and reduce NPA on the bank’s book
- Ensuring that effective tools are applied to recovery losses
- Ensuring all the data requirements are managed well for any inputs needed for analytics , legal inputs, etc.
Key Accountabilities
- Managing Front-end Collection for Personal Loans
- Tele-collections include Pre & post delinquency
- Monitoring day in day out tele-collections w.r.t to dialer campaigns, Tele- caller productivity
- Tracking of daily Tele-caller & Field collector productivity by maximizing payment recoveries from Delinquent accounts
- Sample Call monitoring of calls made by Tele-callers & give feedback to DCA staff on further Work with Debt Collection Agencies & Branches to deliver on Target performance in Pre-charge off as well as Post-Charge off buckets
- Track Debt Collection Agencies (DCA) performance on a daily & monthly basis against MTD target v/s achievement & issuing performance letters monthly
- Reconciliation of payments collected along with receipts on a daily basis, to check for any fraud/siphoning of funds by DCA staff
- Perform Audit on DCA by conducting site-visits on a semi-annual basis; Perform Annual review on the Agencies i.e. Financial & reputations; information security & control; on-site review results, service level & yearly performance.
- Execution of legal remedies like sec.138,arbitration, Lok Adalat, SARFAESI Act etc on defaulting customers for recovery of outstanding.
- Visiting Branches, Customers & DCA’s for to drive collections & ensure assigned targets are achieved.
- Follow-up with customers of retail products to walk into the branches and make payments toward their overdues.
- Managing data & MIS’s as per the requirement.
Job Duties & responsibilities
- Conducting the On-Boarding of shortlisted Debt Collection Agencies(DCA) as per the ORR process
- Ensure the DCA complies with Bank’s Outsourcing requirement
- Review & investigates customer complaints on DCA
- Review customer’s settlement proposal when raised by the DCA
- Perform Controlled Self-Assessment on the DCA on a month on month basis
- Capacity planning for DCA’s from time to time
- Check on timely account allocation to the DCA
- Tracking of daily Tele-caller & Field collector productivity by maximizing payment recoveries from Delinquent accounts
- Sample Call monitoring of calls made by Tele-callers & give feedback to DCA staff on further improvement. Knowledge of managing dialers in the past would be an added advantage
- Checking of Invoices raised by DCA and tracking for timely payment to DCA’s
- Any other responsibility assigned to him/her from time to time by the Supervisor
