Digi Calling Officer-rpm Retail Assets

**Job Purpose**:
Collections through Digital calling has been established as a new channel to the Bank and has been started with an objective to move away from the conventional line collections to a more digital approach. The purpose of the role is to enhance the collections to the bank by leveraging various digital calling techniques to improvise auto-cure and resolutions with mínimal manpower and better cost saves. This has become an additional channel which contributes to the overall P&L for the bank
- **Digital Calling ? 40%**

Define and review digital calling strategies for Retail Assets

Prepare and manage the Digital calling calendar activities basis the statement and allocation dates.

Optimize auto-cure rates for Retail Assets

Document recommendations for new or modified operational standards, performance improvement goals & training needs to address improvement areas, with particular emphasis on areas not meeting organization standards

Ensure digital calling does not lead to any sort of complaint or escalation

PAN India level Campaign Management for Digital calling

Monthly update to senior management product wise about performance of the collection done through digital channel

Work along with the product FPR, RCLM/ZCLM/NCH to ensure effectiveness of this channel across product

**Campaign Management ? 20%**

Design and manage campaigns to work on digital calling interventions basis the requirement of unit

Improve speed of coverage by leveraging available resources with an objective to optimize efficiency and effectiveness

Fine tune campaign parameters, resources, pacing, pace plans, fetch order, filters and similar campaign parameters to generate higher contact rate and optimize resolution

Leverage Awareness calling opportunity to reduce the ACR load on the caller

Perform real-time monitoring of campaigns during allocation period to ensure full coverage, higher efficiency, improved contacts to void the impact of high volumes

Analyze the outcome of campaigns and build champion-challengers plans to improvise over the existing results

Work closely with the Analytics team/respective product stake holders to ensure allocation & digital footprints of customers

**Trails Uploading, Reports & MIS 20%**

Ensure MIS Reports for respective products/portfolio, intervention report, etc., and publishing it to stake holders / Senior Management on regular intervals as per process

Ensued Customer segmentation/segregation to align the interventions

Ensued timely MIS and Reporting for Productivity, Dialer activities, Portfolio wise performance

Track all hygiene parameters and by improvise by daily reporting and real-time monitoring

Ensure timely trails uploading as per the process for respective products

**Process Management ? 10%**

Timely coverage and churning of portfolio basis the Digital calling frame work

Appropriate verbiage to be used for Digital calling depending on the portfolio, segment and intervention

Close tab on allocation/ re allocation strategy to ensure the same done for the Unit?s objective

Track capacity and volumes to ensure full coverage of portfolio basis the time span available

Ensure all Bank?s processes are adhered to in totality for any activity performed on Digital calling
- **
Educational Qualifications**
- **Graduation: Graduate / Post Graduate**:

- **
Skill Keys**
- Graduation: Graduate / Post Graduate
- Dialer and Digital calling with IVR
- Non voice communication
- People and Process Management
- Campaign management and intervention planning
- Communication
- Knowledge of Competition & Current trends in financial Industry

**Experience Required**
- Professional Qualification/MBA / Post Graduate / Graduate
- Min 2-5 years? experience in Dialer & Digital Calling Operations
- **In-depth understanding of techno-functional parameters for running Dialer & Digital Campaigns**:

- Work experience with BPO or contact center is highly preferred
- Exposure to BFSI industry or collections should help
- Basic understanding of collections would be an added advantage
- Technical experience in operating digital communication campaigns

Hands on with various management information tools like key portfolio indicators and reporting tools like MS-Office, data mining tools, etc.
- **Skills Required**:
collection;Digital;Calling;chat

**Location**

Mumbai

**Years Of Experience**

2 to 7 Years