Collections Officer

**About The Role**:
This role will be responsible to manage the location level training needs for field collections and also be the one stop SPOC for all training related designing, developing & deliverance which would directly or indirectly catalyze the overall skills and capabilities of the field agents. Additionally, this role will also cater to various grooming, development and assessment needs of these agents. It is thereby evident that through this role, the ultimate goal is to provide exceptional customer service to the end users while not compromising with the set quality & compliance benchmarks. what you will do:

- Training Program Development: - Design and develop along with peer members a comprehensive training program for all the employees, including new hire training, ongoing skill enhancement, and refresher courses. - Create training materials, manuals, and presentations that align with the organization's goals and objectives. - Engage in TTT programs and prepare the center level plans for a impactful high level deliverance + facilitate end to end onboarding sessions for new hires and prerelease assessments
- Assessment and Evaluation: - Develop and administer assessments to evaluate the effectiveness of training programs. - Monitor and evaluate trainee’s performance during and after training, providing constructive feedback including his/her conduct during customer visits as well. - Identify areas for improvement and implement corrective actions as needed. - Conduct frequent dip checks to monitor and identify the other areas where the resources are lagging and design learning modules in accordance with the team
- Performance Metrics: - Collaborate with agency’s management to define key performance indicators (KPIs) and track the progress of trainees. - Report on the performance of trainees and the impact of training programs on agency metrics. - Identify holistic indicators which would cover all aspects - Operations + quality + deliverance before evaluation and/or ranking an agent - Design, implement & monitor directly PIP modules for the agents & also facilitate + manage peer to peer learning
- Quality Assurance: - Ensure that agents adhere to established quality standards and best practices. Conduct quality assurance evaluations and provide feedback to agents. - Support in RCAs and customer pacification for escalation + dispute cases - Stay updated with industry regulations and ensure that training programs comply with legal and regulatory requirements.
- Technology and Tools: - Familiarize trainees with the center's software, tools, and systems. - Assist in the development of training modules related to technology and software. - Support and facilitate building & developing the inhouse LMS system from the scratch
- Feedback and Improvement: - Invite & consolidate feedback from all stakeholders to identify areas for improvement in training programs & keep improvising on the same - Frequent trainer level calibrations & discussions to ensure right feedback deliverance & conduct of SETs - Support and engage in additional activities like - employee engagement & retention, R&R models etc.

**Experience and skills**:

- **Freshers **with excellent communication skills (written as well as verbal) will also be acceptable -the required knowledge and flare to work with new technology solutions and ability to get deep into problem solving of critical concerns
- excellent data analysis skill sets with a strong flare for data visualization and reporting
- MS excel, power point, power BI etc.
- clear ability to see the bigger picture in mind and have the decisiveness to affect the long-term viability of the product
- TTT/Leap/Evolve/Grow etc. will be good to have qualification but education must be above graduation (non negotiable)
- manage team of trainers including tasks such as resource planning, career planning, performance management, attrition management, ensure to conduct process operational risk reviews
- conduct calibration session with clients as well as between Internal teams’ operations/ quality; coach/ train and improve performance of internal team members

**Joining Process**:
A show of trust that speaks volumes because of the skin in the game. there are many more such eccentricities that make CaptriS what it is but that’s for one to discover. If you feel at home reading this, get in touch.
- competition intelligence - lead efforts from both inside out and outside in perspective
- products research and inside info - cut across portfolios to go deeper into what is working for other comparable products and why (in their context)
- banking partnerships - to be able to work closely with banking partners and ensure expected portfolio delivery
- other tactical business problems and programs non-negotiables/spikes
- relentlessly resourceful (to get access to the best information sources by hook or by crook) -ability to see early trends in collections and highlight for us to be in the righ