Service Administrator

The Service Administrator for the Credgenics Debt Collection and Resolution Platform will be the primary point of contact for all internal and external users, ensuring that the platform runs smoothly and efficiently. This individual will be responsible for managing the platform's system configuration, troubleshooting technical issues, ensuring adherence to debt collection policies, and optimizing workflows across multiple modules of the Credgenics platform, including debt collection, litigation management, payment gateway integration, and customer communications.

This role requires a deep understanding of the platform's functionality and a proactive approach to enhancing platform performance, security, and user experience.

Key Responsibilities:

1. User Management and Access Control:

Account Creation and Role Assignment:
Create, modify, and delete user accounts across different modules of the platform, including CG Collect, FOS, and Litigation Management. Ensure the assignment of appropriate roles and permissions in line with the organization's policies, particularly within sensitive areas like debt collection and litigation.

Access Control and Security:
Maintain strict control over user access to ensure that only authorized users can access sensitive data. Implement multifactor authentication (MFA) and monitor for unauthorized access attempts or security breaches.

User Role and Permissions Management:
Regularly review and update user roles and permissions to align with organizational changes, ensuring compliance with internal policies and external regulations.

2. System Configuration and Customization:

Platform Setup and Customization:
Configure and customize various modules of the Credgenics platform (such as Debt Collection Workflows, Billzy Payment Gateway, and CG Collect) according to business needs. This includes setting up debt recovery strategies, payment rules, and litigation processes.

Workflow Management:
Design, implement, and maintain the workflows for debt collection, including tasks, payment tracking, and escalations. Manage the configuration of Fleet on Street (FOS) operations, ensuring field agents can efficiently collect and report on debt recovery efforts.

Payment Gateway Integration:
Oversee the integration and customization of Billzy Payment Gateway to ensure smooth transactions for debt settlements, including payment notifications, reconciliations, and transaction tracking.

Communication Tools Setup:
Configure and optimize communication channels for debt recovery teams, including automated dialers, email templates, SMS notifications, and personalized client communication.

3. Policy Implementation and Enforcement:

Debt Collection Policy Enforcement:
Implement and enforce customized debt collection policies within the system, ensuring that communication, payment terms, and dispute resolution processes comply with company guidelines and legal regulations.

Litigation Management System (LMS) Configuration:
Configure the Litigation Management System to handle escalated cases, litigation processes, legal communication, and documentation management. Set up workflows that automate legal notices, court filings, and debtor followups.

Compliance and Regulatory Adherence:
Regularly audit the platform to ensure compliance with debt collection laws, financial regulations, and best practices in litigation management. Stay updated on local, national, and international regulations impacting debt collection and make necessary adjustments to system processes.

4. Data Reporting and Analytics:

Custom Reporting:
Develop and generate advanced reports to analyze debt recovery performance, compliance metrics, agent productivity, payment recovery trends, and litigation status. Provide key insights to leadership to drive strategic decisions.

Performance Metrics Analysis:
Use data-driven analytics to monitor KPIs related to collections (such as recovery rates, outstanding balances, agent efficiency), and identify areas of improvement or costsaving opportunities. Provide actionable recommendations for enhancing platform usage and optimizing collections processes.

Regulatory and Audit Reports:
Create reports that help in maintaining compliance, focusing on audit trails, legal documentation, and payment reconciliations. Provide data for internal audits and external regulatory inspections.

5. Troubleshooting and Technical Support:

Technical Support:
Provide day to day technical support to internal users, addressing any issues or technical challenges encountered with the Credgenics platform (e.g., system errors, workflow interruptions, or integration issues with external platforms).

Technical System Upgradation:
Act as an tech deployment Spoc on client locations, Helping in system upgrades and other technical deployment activity and upgrades.

Root Cause Analysis:
Troubleshoot system errors and investigate platform issues, working with the technical team to resolve complex problems. Implement preventive measures to avoid recurring issues.

Issue Escalation:
For critical issues that cannot be resolved internally, escalate to the appropriate support channels or external vendors, ensuring minimal disruption to operations.

6. Training and Knowledge Sharing:

Training Program Development:
Design and conduct training sessions for new users, focusing on the best practices for using the Credgenics platform effectively, from debt collection to communication strategies and payment gateway integration.

Ongoing User Education:
Continuously educate platform users (collections agents, managers, and other stakeholders) on new features, system updates, and optimized processes to maximize user adoption and productivity.

Knowledge Base Maintenance:
Maintain and update a centralized knowledge base with user guides, troubleshooting documents, FAQs, and best practices to ensure users have access to the most current information.

7. Vendor and Stakeholder Management:

Vendor Collaboration:
Work closely with third party vendors or service providers (e.g., Billzy Payment Gateway, telephony providers for Dialer integrations) to ensure smooth platform integrations, resolve issues, and implement new features.

Stakeholder Communication:
Act as the liaison between the Credgenics technical team, internal stakeholders, and external partners. Ensure smooth communication and alignment on system updates, enhancements, and troubleshooting activities.

Required Skills and Qualifications:

Experience In BFSI:
A good understanding in the BFSI Industry and its systems.

Platform Proficiency:
Prior experience managing tech platforms, preferably those focused on financial services, debt recovery, litigation, and payment solutions.

Advanced Technical Skills (Must Have):
Hands-on experience with configuring workflows, user roles, and integrations within complex tech platforms. Familiarity with payment gateway systems, automated dialers, and communication tools.
Proficiency with operating systems and networks, Familiarity with hardware and databases, Security protocols, Basic scripting and coding, Familiarity with linux Hardening

Problem Solving and Troubleshooting:
Excellent ability to diagnose and resolve technical issues, working with crossfunctional teams to implement solutions.

Customer Service Orientation:
Exceptional communication and interpersonal skills for providing internal support, training, and collaborating with external stakeholders.

Preferred Qualifications:

Regulatory Knowledge:
A solid understanding of the legal and regulatory landscape related to debt collection, financial services, and litigation management.

Tech Integration Experience:
Familiarity with integrating on-premise solutions with external systems such as ERP, CRM, and payment gateways.

Certifications:
Stakeholder Management, On-premise administration, or related technical fields.

Preferred Skills:

• Displays customer centric passion, empathy & responsibility to the customer.
• Displays excellence and relentless commitment in delivering solutions to customers.
• Displays complete transparency to the customer and takes ownership.
• Displays personal & corporate integrity.
• Displays compelling verbal & written communication skills.

Educational Background:

• Bachelor's degree in business, finance, technology, or a related field.

Experience:

• 1-3 years of experience in Service Administration, Tech Platform Administration, Account & Stakeholder management or a similar client-facing role in SaaS, fintech, or technology sectors.
• Experience in the banking or NBFC space is a plus.