Collection Field Supervisor / Field Recovery Supervisor
2. Department:
Collections & Recovery
3. Reporting To:
Collection Manager / Area Manager
4. Key Responsibilities
A. Team Management
Supervise and manage a team of field collection executives.
Assign daily field allocations, routes, and overdue case lists.
Conduct morning briefings and end-of-day reviews.
Train team members on communication, negotiation, and compliance guidelines.
Monitor GPS/location tracking and field productivity.
B. Collection Operations
Ensure achievement of monthly collection targets (DPD-wise, bucket-wise).
Review team performance, visit reports, PTP commitments, and payments.
Support field executives in difficult/critical customer cases.
Handle escalated accounts, skip/absconding cases, and settlements.
Coordinate with agencies, tele-calling teams, and branch staff.
C. Customer Handling
Visit customers directly for high-value / NPA / chronic overdue accounts.
Negotiate effectively for payment, settlement, or restructuring options.
Resolve disputes related to loan details, charges, or repayment plans.
Ensure respectful and compliant behavior with customers (as per RBI norms).
D. Compliance & Documentation
Ensure the team strictly follows RBI fair practice code and company SOP.
Check receipts, collection proofs, and documentation submitted by field staff.
Maintain MIS reports, daily dashboards, and performance trackers.
Identify risk cases, fraud indicators, or regulatory issues and report immediately.
E. Coordination & Reporting
Coordinate with credit, sales, operations, and legal teams for case resolutions.
Prepare daily/weekly MIS on recovery status, team performance, and high-risk cases.
Report collection challenges, field issues, and improvement plans to management.
Support in legal actions (Sec. 138, arbitration, repossession) when required.
5. Required Skills
Strong leadership and team handling skills.
Excellent negotiation & communication.
Analytical skills for MIS, data review, and performance tracking.
Good knowledge of buckets (0+, 30+, 60+, 90+, NPA) and field processes.
Ability to manage pressure and conflict situations.
Strong knowledge of local geography and customer behavior patterns.
6. Qualifications
Minimum: 12th Pass; Preferred: Graduate.
2-5+ years of experience in collections, preferably with team handling experience.
Experience in NBFC/Bank/Agency field collections preferred.
7. Additional Requirements
Two-wheeler with valid driving license.
Smartphone with internet; familiarity with collection apps.
Willingness to travel extensively and work in the field with the team.