About this role

DESCRIPTION

- Level: L4

- Department: CV DMS

- Designation: Officer

- Responsible for: Allocation of portfolio to vendor

- Location: City

- Experience: Minimum 2 years of experience, preferably in Financial Services/Banking/FMCG/NBFC

- Preferred Age: Maximum 30 years

- Qualification: Any Graduate/ P.G/M.B.A.

- Reporting to: Area Manager

- Nature of Role: Individual Performer

SKILL SET REQUIRED

- Negotiation skills

- Managing Teams

- Relationship management

- Result oriented

- Multitasking

KEY PERFORMANCE AREA

- Achieving the bucket wise resolution as per the target

- Reducing the flow rate to the next buckets

- Managing the Agencies & monitoring their performance

- Field visit on risk cases & escalation of issue cases after verification

- Follow up of Process & Compliance

ROLE PROFILE/JOB RESPONSIBILITIES

- Allocation of portfolio to vendor basis the past performance trend and FOS availability, creating adequate manpower capacity for the portfolio.

- Review cases with FOS / TL and work assignment basis the disposition code.

- Coordinating with agency resources and doing the call planning for better resolution, ensuring appropriate support to the agency on difficult cases.

- Receipt book & Repo kits allocation and auditing periodically

- Agency billing closure within 60 days of the work completed month.

- Ensuring prior approvals in repo cases & helping the agency manage repo related issues.

- Handling collection/repo related customer service issues/escalations.

- Coordinating with legal team for initiating legal actions against chronic defaulters & dealing with enforcement agencies in cases filed against BACL by customers/third parties.

- BKT resolution with agency and FOs level need to be tracked & reviewed.

- Flow rates to next BKT needs to be restricted on the location you are handling.

- Remove the non-performing FOs and recruitment the fresh team and train as and when required.

- CRM queries needs to be closed as per the TAT assigned.

- RCU audit queries must be reverted before TAT and implementation of committed action at field level.

- Receipt book discrepancies needs to be discussed with agency and ensure no reoccurrence of such issues in field.

- HHT 100% utilization and report to be submitted to ACM / RCM on regular basis.

- HHT not working need to be informed to IT team for need of support.