Field Executive

Field Executive ORGANISATIONAL CONTEXT

**Job Title**:
Field Executive

**Grade/ Designation**:
**Department**:
Collections

**Head Office/ Region/Cluster**

Cluster

**Business Vertical**

Personal Loan

**Location**

Bangalore/Chennai/Hyderabad

**Organization chart indicates the position in the organization**

**Reports to**

**Field Collection Manager / Team Leader Collection**
- **JOB SUMMARY**

This is a Field Ops role for performing collections and customer onboarding activities entailed below:
CUSTOMER ONBOARDING
- In-person field visits to customer locations-interacting with and gathering relevant information
- Filling detailed feedback on customer interaction, tracing and capturing accurate addresses
- Responsibly driving interaction and representing the company as the first touchpoint
- Interact politely with the customer, treating them with respect and consideration for address verification process
- Interact with customer’s family members or relatives in case customer is not available at address to capture additional details
- Ensure adherence to defined SOP for each customer visit

COLLECTIONS (LOAN RECOVERY)
- Follow-up with default customer for recovery of over-due amount as per the allocation
- Ensure that Customer is treated well during the Overdue Follow up
- Motivate the customers to make on time repayment
- Trace out the absconded default customers and initiate recovery process
- Ensure that collection process and legal guidelines to be adhered
- Ensure the weekly/monthly collection target is met
- Update the status of repayment to the appointed representative of the company
- Maintain fair collection practices while dealing with customers
- Issue the notices to the customers at different stages with details of further course of action
- Understand the customer’s situation and adopt various strategies for collection
- Complete administrative work related to collection such as updating delinquent account history and daily update in the Company software for all customers
- Interact with different company representatives at appropriate verticals and if required engage them for collections
- **PRIMARY RESPONSIBILITIES**

1. CUSTOMER ONBOARDING
- In-person field visits to customer locations-interacting with and gathering relevant information
- Filling detailed feedback on customer interaction, tracing and capturing accurate addresses
- Meeting daily, weekly, and monthly planned visit targets
- Responsibly driving interaction and representing the company as the first touchpoint
- Adhering to defined dress-code
- Make visits to allocated cases for verifying address of customer
- Meet customer in-person and gather feedback and additional details
- Update addresses by calling customer if addresses are not verified
- Interact politely with the customer, treating them with respect and consideration for address verification process
- Interact with customer’s family members or relatives in case customer is not available at address to capture additional details
- Ensure adherence to defined SOP for each customer visit
- Capture and upload photo at the time of each address verification
- Do not share any customer data or information with 3P and ensure compliance adherence at all points

2. COLLECTIONS (LOAN RECOVERY)
- Follow-up with default customer for recovery of over-due amount as per the allocation
- Early morning visits at 8:00 AM
- Ensure that Customer is treated well during the Overdue Follow up
- Motivate the customers to make on time repayment
- Trace out the absconded default customers and initiate recovery process
- Ensure that collection process and legal guidelines to be adhered
- Initiate the process of reporting full details about non-payment customers for action plan
- Ensure the weekly/monthly collection target is met
- Follow up with the customers to collect the repayment from the customer
- Update the status of repayment to the appointed representative of the company
- Update the details of the interaction with the customer in the Longhorn / Field app for field executives
- Communicate with customers about the consequences of non-payment
- Initiate the legal process in case of non-repayment based on the document available with the organization
- Maintain fair collection practices while dealing with customers
- Contact people other than the customers only to locate the borrower
- Issue the notices to the customers at different stages with details of further course of action
- Understand the customer’s situation and adopt various strategies for collection
- Complete administrative work related to collection such as updating delinquent account history and daily update in the Longhorn software for all customers
- Review cases with the appointed representative of the company before taking further course of action
- Report any fraud identified in the field to vigilance
- Interact with different company representatives at appropriate verticals and if required engage them for colle