Officer -Micro banking Collections

ROLEPURPOSE & OBJECTIVE

• Thisrole is responsible to follow-up with Default customer forRecovery of over-due amount as per the Allocation
• Forany unresolved cases, the incumbent needs to decide on the mostvalue added mode of follow-up; adopt different strategies for thecollection at different point of time; work on having thecustomers being treated well during the Overdue Follow up;Motivate the customers to make On Time Repayment; Trace out theabsconded default customers and initiate recovery process

KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Business

• Followup with the customers to collect the repayment from the customer
• Convincethe customers to make the repayment, take PTPs and followup
• Updatethe status of the repayment to branch staff
• Updatethe details of the interaction with the customer in the Software
• Issuethe Receipt to the customer and deposit the amount with theCashier
• Communicatethe customers about the consequences of non-payment
• Traceout of absconded default customers and initiate recovery process
• Initiatethe Legal process in case of Non-Repayment based on the Documentavailable with the organization
• Managecollection process and legal guidelines; Initiate the process ofreporting full details about non-payment customers for actionplan and maintain the Monthly Collection Target is met
• Ensurethat the Monthly individual collection target is met

Customer

• Interactwith the customers politely, Convince the customer to make therepayment
• Maintainfair collection practices while dealing with customers

• Oneshould contact people other than the customers only to locate theborrower
• Communicatethe Consequences thoroughly to the customers about theNon-payment
• Issuethe notices to the customers at different stages with details offurther course of action
• Understandthe customers situation and adopt various strategies forcollection
• Customersshould be treated with respect and no false, deceptive, or misleading claims should be made for thepurpose of collecting repayments. This includes misrepresentinghis/ her identity or falsifying facts about debt status orconsequences of non-repayment or claiming any monetary ornon-monetary awards post tracing of the customer.

Internal process

• Ensure that collection process and legal guidelines to be adhered
• Recommendfor legal actions for non-recoverable cases above Rs 10,000 O/scases and follow up with the Legal Cell for the closure of thecases
• Complete administrative work related to collection such as updatingdelinquent account history, updating change of customers'information, providing and maintaining MIS report, reviewing ofcollection feedback on Daily, Weekly & Monthly basis, etc
• Review the Cases with Manager before taking further course of action
• Report any fraud identified in the field to Vigilance
• Interactwith different teams at appropriate verticals and if requiredengage them for collections.
• Recommendation of doubtful overdue cases for writing off in co-ordination withthe team.

Learning & Performance

• Ensure that you are up to date on all relevant circulars and allproducts/services offered in the Branches.
• Ensure adherence to training man-days/ mandatory training programs forself
• Ensure goal-setting, mid-year review and annual appraisal process withinspecified timelines for self.
• Ensure coordination between different teams, to build a collaborativespirit and shared sense of purpose.

Qualifications

• 12thPass/ Graduate in a related field

Experience

• 2 years of experience for 12th Pass candidate and/or 1year of experience for a graduate in relevant areas ofcollections, risk controls

FunctionalSkills

• Fluent in Communication in the local language
• Understanding of the documents of the Secured Loans
• Knowledge of various strategies that can be adopted for recovery of securedloan Legal etc.
• Has to have tenacity in meeting targets.
• Take responsibility of effectiveness and timely completion of work.
• Planning,o rganizing and time management skill. Should have the ability toprioritize.

BehavioralSkills

• Good Convincing skills which can be adopted during the collection.
• Strong communication skills with the ability to communicate directlywith field staff & customers.
• Local language skills will be preferred