L4 - CSPM - MH - Pune - BACL

L4 – CSPM (Collection Strategy)

Key Responsibilities

Process related

• Allocation of cases.
• Managing HO WO pool in joint co-ordination with Central agencies & field teams.
• Representation of cases.
• Driving other central initiatives (wallet payment, Special Projects)
• Coordinator for field team w.r.t. technical issues faced in FinnOne.
• Setting allocation rules in co-ordination with IT team.
• Ensure proper resolution is provided for ICRM queries raised related to Collection issues.

Performance related

• Maintain the ratio of clearance through representation as per given targets.
• Adhere the TAT for completion of special projects.
• Ensure system rules are set well in time and execution is in line with logics set.
• Cases opened on Paynimo ID; maximum cases should be resolved without flowing them to field team.
• Ensure HO WO cases are allocated to central agencies as per stable pool.

Compliance related

• CRM queries needs to be closed as per the TAT assigned.
• Maintain the TAT of hold cases eligible for representation.
• Timely release of higher bucket cases hold on Paynimo ID

Key Skills Required

Technical Skills:

• Time discipline
• Working with others
• Relationship management
• Result orientation
• Multitasking

Key Performance Indicators

• Maximum cases are resolved through representation.
• Maximum cases are resolved on Paynimo id.
• Follow the timelines of central hold cases.
• Ensure proper logic is set in systems w.r.t. Allocation of cases.

Additional Role Details