Job Description

Key Responsibilities: Team Management: Lead, train, and supervise a team of collection executives or agents. Set monthly targets and monitor team performance. Ensure adherence to quality standards and call scripts. Collection Strategy: Develop and implement effective recovery strategies for personal loan accounts. Segment delinquent accounts (30+, 60+, 90+ DPD) and design focused action plans. Coordinate with legal teams for escalated cases (e.g., settlements, litigation). Portfolio Management: Monitor overdue accounts, track collection metrics, and reduce NPAs. Review MIS reports and identify trends, root causes, and opportunities for improvement. Collaborate with credit and risk teams to refine underwriting and approval processes. Customer Interaction: Resolve customer disputes and grievances tactfully and within regulatory frameworks. Ensure collection efforts are empathetic, ethical, and customer-friendly. Compliance & Reporting: Ensure adherence to RBI guidelines and company policies. Maintain documentation of interactions, recovery efforts, and settlements. Submit regular reports to senior management on collection progress and challenges. Qualifications: Education: Bachelor's degree (required); MBA or relevant certification (preferred) Experience: 58 years in retail finance collections, preferably in personal loans Skills: Strong leadership and interpersonal skills Analytical and decision-making ability Knowledge of local laws and recovery procedures Proficiency in MS Office and collection software/CRM tools Key Performance Indicators (KPIs): Reduction in DPD/Delinquency ratios Recovery rate and resolution efficiency Number of accounts settled/closed Team productivity and target achievement Compliance and audit scorecards