RM - Debt Service Management

Job Description

About the role As a Relationship Manager - Debt Service Management Group, you get an opportunity to manage the mapped retail customer portfolio with a critical focus on pre-delinquency management using data and technology and timely recovery of legitimate dues in cases of default. This requires a flair for building a relationship with the customer while adhering to the Fair To Bank Fair To Customer philosophy in every customer engagement and also managing the channels being used for collections. You are expected to have fair market and customer portfolio insights and relay information back to stakeholders for the maintenance of a healthy portfolio and the implementation of process changes. Different products require a distinguished style of servicing; hence, it becomes imperative to have a good understanding of all the product features. Once an account is deemed an NPA, you will need to chart out the legal course of action while adhering to all audit and compliance guidelines. Another critical aspect of the job is to maximize payments through the digital channel and offer any financial solution required by the customer through collaboration with teams at ICICI Bank. Key Responsibilities Collection /Recovery Efficient and timely collection of delinquent dues; administration of legal recourse. Customer Relationship Understand customer portfolio, customer behaviour and repayment cycle; meet customers frequently. Channel Management Manage efficiency of distribution channels comprising of agencies, call centers and 'feet on street'. 360-degree Banking Generate business opportunities and offer financial solutions across the product spectrum. Data Analysis Interpret customer data to identify pre-delinquency trends. Collaboration Ability to collaborate with multiple internal groups to provide efficient services to the mapped clients in line with the principle of Fair to the Bank, Fair to the customer. Qualifications & Skills Educational Qualification MBA & Graduates with relevant work experience of 1-8 years in the area of relationship management across industries. Delinquency Analysis Ability to analyse reports on delinquent accounts and report misused payments to the Credit Bureau. Customer Escalation Management Ability to investigate and resolve complaints regarding incorrect debt collection attempts. Legal Knowledge Knowledge of relevant legal requirements. Communication skill Good oral and written communication skills. Awareness of regulations Ability to assess the impact of policies, rules, and regulations on your portfolio.