Officer - Collections Retail

Responsibilities:

• Debt Recovery & Follow-up:

• Initiate contact with customers via phone calls, emails, SMS, and sometimes field visits (depending on policy and stage of delinquency) to follow up on overdue retail loan/credit card payments.
• Educate customers on their outstanding dues, applicable charges, and repayment options.
• Negotiate payment arrangements and plans that are mutually agreeable and compliant with company policy.
• Track and manage a portfolio of delinquent accounts, ensuring timely follow-up and escalation as per defined processes.
• Work towards achieving individual and team collection targets for assigned products/segments.

• Customer Interaction & Conflict Resolution:

• Handle customer queries and complaints regarding their outstanding dues with empathy and professionalism.
• De-escalate situations involving angry or distressed customers, guiding them towards a resolution.
• Provide clear and accurate information to customers regarding their accounts and available payment channels.
• Maintain a polite and persistent approach to collections, fostering a cooperative relationship.

• Documentation & Reporting:

• Maintain accurate and detailed records of all collection activities, communications with customers, payment promises, and outcomes in the designated system (e.g., CRM, collection software).
• Prepare and submit regular reports on collection performance, overdue accounts, and recovery status to the Team Leader/Manager.
• Ensure all necessary collection letters, notices, and legal documents are issued as per policy and regulatory requirements.

• Compliance & Risk Management:

• Strictly adhere to all internal collection policies, procedures, and ethical guidelines.
• Ensure compliance with all relevant regulatory guidelines issued by the Reserve Bank of India (RBI) and other financial authorities regarding debt collection practices (e.g., Fair Practices Code, guidelines on outsourcing of financial services).
• Identify and report potential fraudulent activities or disputes to the appropriate internal departments.
• Understand and mitigate operational risks associated with collection activities.

• Coordination & Collaboration:

• Collaborate with other internal teams such as Sales, Operations, Credit, and Legal to resolve customer issues and streamline collection processes.
• Participate in team meetings, training sessions, and performance reviews.