Job Description

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Role/ Job Title: Call Center-Debt Manager

Function/ Department: Call Center

Job Purpose:

The role bearer has the responsibility to manage a team and co-ordinate the operational call center activities for an allocated portfolio in their assigned territory. It includes administration of corporate policies and procedures and ensure that front delinquencies are minimized. The role bearer will be responsible for the collections of the area allocated contributing to the larger organizational objectives of the bank. This is a critical role that has a direct impact on the financial institution\'s budget planning.

Roles & Responsibilities:

• Responsible to handle call center operations for collections of specific products
• Responsible for collection efficiency in the assigned center
• Responsible to track & control DPD wise and focus on MOB wise non- payers.
• Responsible to review account allocations and collections targets by bucket to agencies/ in house team
• Regularly follow up with the default customers through a dedicated team
• Ensuring that the collection agencies and executives adhere to the compliance guidelines provided by the law in force.
• Manage productivity by fixing productivity parameters for In-house / Agencies / collection executives/ call center agents.
• Monitoring performance against set parameters and daily reviewing the same.
• Making sure that there is adequate \xe2\x80\x9cFeet on Street\xe2\x80\x9d availability area-wise / bucket-wise / segment-wise.
• Ensuring that detailed background and reference check has been done of agencies / DCTs being appointed and evaluate them constantly.
• Collaborate with legal team to ensure legal action is taken on specified cases.
• Building relationships with key clients to ensure timely collections are made.
• Daily monitoring of dialler parameters.
• Determine suitable tactics & strategies for timely collections.

Education Qualification:

Graduation: Bachelor\'s in Engineering / Technology / Mathematics / Commerce / Arts / Science / Biology / Business / Computers / Management

Post-graduation: MBA (Master of Business Administration)

Experience: 5 to 10 years of experience

IDFC FIRST Bank