Debt Collection Specialist

Responsibilities of the Candidate:

• Managing a team of ground Field Executives for effective & efficient recovery of overdue amounts from default customers through planned visits to customer addresses
• Ensure proper planning for effective recovery through strong execution; guide and motivate the field team to reach monthly targets
• Overview of day-to-day agent activities including regular performance monitoring, in-person visits for high-value accounts, and regular & timely follow-ups with customers
• Guide executives to increase contactability with customers and execute advanced loss prevention activities wherever applicable (i.e. skip tracing, fore-closures, etc.)
• Maintain fair collection practices in adherence with the code of conduct & legal guidelines and ensure that the team follows the same.
• Ensure agents regularly attend all meetings, AHMs, and training sessions as required
• Ensure that the team adheres to SOPs related to collection such as timely updation of feedback for assigned accounts, conducting in-depth review and audit of collection cases, alongside review and presenting a synthesis of high-value accounts on a weekly basis.
• Run daily team stand-up/ huddle, ensure attendance and App adoption by the agent
• Ensure that you and the team are up to date on all relevant circulars and all products/services offered.

Requirements:

• Strong communication and influencing skills.
• Should have a geographical understanding of the specified area.
• 1 - 5 years of people management experience in sales, operations, customer experience or collections role.