RM - Debt Service Management

Essential Services : Role & Location fungibility

One Bank, One Team

About the role

Fair To Bank Fair To Customer

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.

About the Business group

Debt Service Management Group (DSMG) is a dedicated unit in the Bank responsible for the collection of impaired debts from retail customers, including those in rural areas and specific portfolios in the enterprise pool. The collection strategy depends on the stage of delinquency vis-a-vis the activities involved, which also includes the engagement of outsourced agencies for the effective recovery of dues from the customers.

Primary tools of collection used by the Bank are tele-calling, field collections through agencies, set-off through Debit, digital collection, possessions of assets, sale of possessed assets, exit through settlement, and legal actions for the enforcement of security and/or recovery of dues