The incumbent needs to manage daily collections through outsourced agencies/agents and
deliver the desired efficiency in terms of Resolution, Roll-back and Normalisation rates for the
assigned Bucket or in terms of Rate of Recovery (RoR) in case of NPA/Charged-off port. She/he
needs to maintain the desired capacity for the assigned portfolio and execute the given
collections strategy effectively. Ensure regulatory compliance and adherence to Bank’s
CoC/processes/guidelines in collection operations.
A. KEY POSITION RESPONSIBILITIES
Sr. Key Responsibilities
1.Deliver the assigned targets for resolution, Roll-back and Normalisation rates for the Bucket.
OR Deliver the assigned target for Rate of Recovery (RoR) in case of NPA/Charged-off portfolio
2 Closely monitor daily collections activity at the agent and account level to deliver the desired
daily run rate.
3 Manage Daily productivity and performance in line with the assigned target.
4 Adherence to Regulatory compliance in daily collection operations.
5 Ensure adherence to the Bank’s CoC and processes.
6 Ensure Call Quality as per the desired standard and monitor the quality on continuous basis.
7 Execute the given collections strategy.
8 Monitor the outcome/performance on a daily basis and improvise the field collections strategy
accordingly.
9Ensure timely collection and deposition of payments, there are no payment process related
deviations.
10Vendor Management – ensure capacity Management as per prescribed ACRs – hiring, training
and development of collection executives.
11 Vendor Management – Ensure timely processing of agency invoices.
12 Vendor Management – ensure compliance culture & audit for agencies – complete
documentation, performance reviews, training, activation, deactivation of IDs, adherence with
InfoSec guidelines etc.
13 Vendor Management – ensure optimum use of the given collections’ software/mobile
application. Capture allocation and trails on the system.
14 Ensure good customer experience – Minimise Collection Complaints and effective and timely
investigation/resolution of complaints.
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