Education qualification: Any Graduate/Post Graduate
Key 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 the 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 needs to be tracked & reviewed.
- Flow rates to the next BKT need to be restricted on the location you are handling.
- Remove the non-performing FOs, recruit a fresh team and train as and when required.
- CRM queries need to be closed as per the TAT assigned.
- RCU audit queries must be reverted before TAT and implementation of committed action at the field level.
- Receipt book discrepancies need to be discussed with the agency and ensure no reoccurrence of such issues in the field.
- HHT 100% utilization and report to be submitted to ACM / RCM regularly.
- HHT not working need to be informed to the IT team for need of support
