Job Details

Ensure collections of defaulter payments in the Branch/Area office, across all buckets
2. Track and ensure maintenance of a quality collections portfolio
3. Lead and manage the team of Collections Associates
4. Maintain and prepare the Collections reports for the branch/area office

Review the monthly list of defaulters provided by the Operations team and verify against dues collected to arrive at a final list - Planning
- Taking Conversations
- Market Perspective
- Synergy
- Emotional Maturity
- Judgement
- Going the Extra mile
- Sense of Urgency
Track promise-to-pay dates and status of cases on a daily basis
Monitor the database of 90+ defaulters
Ensure that customers under the probable NPA list are contacted immediately; Follow up personally on these cases
Ensure rigorous follow up so that cases do not progress into subsequent buckets
Send contact details of Collections customers to the legal representative for issuing warning letters
Coordinate with the sales teams at regular intervals on ED & NS cases
Initiate legal proceedings, as appropriate
Work with the Legal team to ensure that warning letters / litigation letters are sent to defaulters in a timely manner

Maintain an accurate branch P&L account by consolidating provisioned losses and collections made at the end of each month - Analytical Skills
- LAP know-how
- Big Picture Thinking
Develop strategies to minimise provisioning of losses, bad debt and cases in arbitration
Provide recommendations to Credit/Sales teams on intentional defaulters and alert on alarming customer segments
Report findings of analysis on defaulter and NPA database to Sales/Credit teams
Ensure that all customer queries/complaints are responded to the satisfaction of the customer
Regularly monitor and control collection costs vs. budget
Set tele calling targets for team for NPDC and x bucket customers - Planning
- Team Management
- Coaching
- Synergy
Allocate and divide responsibilities to Collections Associates, based on factors such as bucket categories, localities, etc.
Track the number of calls/visits made by the team and monitor their performance on a daily basis
Encourage team to document customer replies and follow up with the customers actively to ensure that the payment is made
Monitor and track the Daily Collections Report (DCR) or Hands off sheet of each team member on a regular basis
Support and guide the team on handling large ticket and difficult customers
Ensure that the team members receive adequate training on telephone etiquette and collection techniques
Ensure that the teams adhere to the SOP / compliance / statutory norms when contacting customers

Graduate in any discipline
- Minimum 4 to 6 years of experience in Collections function
- Should have basic knowledge of Loan Against Property (LAP) market
- Must have drive to achieve targets