Executive - Collection (Recoveries)

Role & responsibilities

Role Purpose

Responsible for the implementation of collection strategy for the telecalling alternate & recovery team, track performance and ensure compliance to laid down processes and guidelines.

Role Accountability

1. Conduct recovery calls as per assigned portfolio to deliver on productivity and absolute recovery targets
2. Log accurate and relevant information of the conversation with the customer on system as per with recovery guidelines
3. Ensure proper documentation of customer interactions and raise alarms for any Early Warning Signals appropriately as per compliance procedures
4. Ensure adherence to internal guidelines and regulatory requirements in all activities performed
5. Ensure required hygiene metrics like TOS/wrap etc. are met as per given targets

Measures of Success

1. Money Recovered
2. Waiver Targets
3. No HRD Observations
4. Hygiene Targets (Wrap%/Not ready % etc.)
5. No adverse observations in internal/external audits
6. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Credit Card knowledge along with good understanding of recovery processes
2. Knowledge of dialer strategies

Competencies critical to the role

1. Stakeholder Management
2. Result Orientation
3. Process Orientation
4. Problem Solving Skills

Qualification

Graduate in any discipline

Preferred Industry

Credit Card / BFSI /NBFC