Specialist Tele Collections

2 weeks ago

Mumbai, India DBS Bank Full time

Job Purpose

To maintain the bucket balances and reduce NPA on the bank’s book

Ensuring that effective tools are applied to recovery losses

Ensuring all the data requirements are managed well for any inputs needed for analytics , legal inputs, etc.


Key Accountabilities

1)Managing Front-end Collection for Personal Loans

2)Tele-collections include Pre & post delinquency

3)Monitoring day in day out tele-collections w.r.t to dialer campaigns, Tele- caller productivity

4)Tracking of daily Tele-caller & Field collector productivity by maximizing payment recoveries from Delinquent accounts

5)Sample Call monitoring of calls made by Tele-callers & give feedback to DCA staff on further

Work with Debt Collection Agencies & Branches to deliver on Target performance in Pre-charge off as well as Post-Charge off buckets

6) Track Debt Collection Agencies (DCA) performance on a daily & monthly basis against MTD target v/s achievement & issuing performance letters monthly

7) Reconciliation of payments collected along with receipts on a daily basis, to check for any fraud/siphoning of funds by DCA staff

8) Perform Audit on DCA by conducting site-visits on a semi-annual basis; Perform Annual review on the Agencies i.e. Financial & reputations; information security & control; on-site review results, service level & yearly performance.

9) Execution of legal remedies like sec.138,arbitration, Lok Adalat, SARFAESI Act etc on defaulting customers for recovery of outstanding.

10) Visiting Branches, Customers & DCA’s for to drive collections & ensure assigned targets are achieved.

11) Follow-up with customers of retail products to walk into the branches and make payments toward their overdues.

12) Managing data & MIS’s as per the requirement.


Job Duties & responsibilities


1. Conducting the On-Boarding of shortlisted Debt Collection Agencies(DCA) as per the ORR process

2. Ensure the DCA complies with Bank’s Outsourcing requirement

3. Review & investigates customer complaints on DCA

4. Review customer’s settlement proposal when raised by the DCA

5. Perform Controlled Self-Assessment on the DCA on a month on month basis

6. Capacity planning for DCA’s from time to time

7. Check on timely account allocation to the DCA

8. Tracking of daily Tele-caller & Field collector productivity by maximizing payment recoveries from Delinquent accounts

9. Sample Call monitoring of calls made by Tele-callers & give feedback to DCA staff on further improvement. Knowledge of managing dialers in the past would be an added advantage

10. Checking of Invoices raised by DCA and tracking for timely payment to DCA’s

11. Any other responsibility assigned to him/her from time to time by the Supervisor

Additional Responsibilities:

• Working on implementation of Collection Management system for India Consumer business

• UAT Testing of various modules of Collection Management system(CMS)

• Testing of mobility solution & Agency Management module as part of the CMS implementation

• Liasoning with local & regional technology team for timely delivery of various Collection system module

• Acting as a back-up to system administrator for CMS

• Preparing training document for Collection Management system


Required Experience

At least 8 years of experience in Retail Collection( Experience in Credit Cards collections is a must)


Education / Preferred Qualifications

Graduate/Post Graduate along with sound domain knowledge in Retail Collections


Core Competencies

1) Good analytical skills

2) Good presentation & negotiation skills

3) Good interpersonal skills

4) Good knowledge of the industry

5) Acumen to manage Collection agencies


Technical Competencies

1) Sound knowledge of policies / lending frameworks followed for retail products

2) Good knowledge of Collection tools & techniques

3) Sound understanding of regulatory guidelines on Collections issued by RBI (local regulations in India), MAS and local laws and regulations that impact retail businesses in general.

4) Knowledge of various Asset products and risks associated with them

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