The role bearer has the responsibility to organize, direct and oversee the activities of the call centre collections Department and guide the department in collecting. It will include of making the process efficient and optimization of MIS. The role bearer must adhere to the guidelines set by the bank. Work closely with the collection managers, legal team so as to make sure legal actions is initiated against customers who are delinquent and complex issues are resolved contributing to the larger objectives of the bank.
Roles & Responsibilities:
- Help design strategies to minimize losses to the bank by effectively recovering debt owed to the bank by leveraging call centers based on the customer track record for allocated call center
- Help Design campaigns aligned to the overall collection strategy to ensure maximum recovery for allocated call center
- Handle customer escalations and provide different payment modes to customers to reduce bounce rates
- Support initiatives to reduce risk of fraud- Maintain and monitor dashboards to ensure high level of productivity
- Employ tools such as automation and drive digital initiatives to increase process efficiency
- Conduct detailed analysis of delinquencies and recommend changes to the product team.
