Job Overview
1) The incumbent will be responsible to drive the achievement of resolution.
2) Monitoring call agent productivity on a daily basis.
3) Supervise and train collections agents, manage workloads, and monitor their performance.
4) Strategize and allocate accounts accordingly on the call table.
5) Create and implement procedures and strategies to improve collection efficiency, recover outstanding debts, and reduce delinquencies.
6) Monitor and review delinquent accounts, and identify trends and risks.
7) Incumbent is responsible to ensure the rostering of the callers as per the requisite and pre decided strategy and capacity plan.
8) Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.
9) Ensure that field referrals are done as per the prevalent strategy and timelines.
10) Ensure that timely allocation and realization of pickups generated at the outsourced call center.
11) Coordinate with various stakeholders within the Bank to ensure timely resolution of customer disputes raised if any. Education : Any graduate Language :English, Hindi , Local language
Experience : 6- 8 years experience in collections.