Officer-Collections Retail

• 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 collaborative 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