L4 - MALDA - WB - BACL

Job Description – Collections Officer

(Unique Job ID)

Job Purpose

Key Responsibilities

• Handle a network of recovery /repossession agencies within the assigned territory.
• Onboard, train and review performance of recovery channel partners.
• Execute field recovery actions including skip tracing, settlements and closure of loan account.
• Review recovery data, classify the portfolio based on the risk and allocate the cases to collection agencies on basis of their skillsets.

• Maintain ROR within the assigned portfolio as per defined business targets.

• Set daily and fortnightly recovery/ vehicle repossession targets for the collection agencies, monitor progress, and ensure timely follow-ups.
• Plan and coordinate field visits to ensure maximum customer coverage and personally handle complex or sensitive recovery cases when required.
• Meet or call customers to understand payment delays, suggest suitable repayment plans, and resolve disputes respectfully, especially in sensitive situations.
• Supervise third-party recovery agents, track their progress, and ensure they follow company rules and recovery guidelines.
• Identify accounts that need legal action or repossession, get necessary approvals, and oversee the entire process including customer communication.
• Ensure all recovery work follows company policies and legal requirements, train the team on correct practices, and report any issues or complaints immediately.
• Keep accurate records of visits, calls, and recovery updates in the system, and share daily reports with the manager.
• Along with recovery prioritize penal charge collections to support collection cost.
• Spot relevant agencies from the market for enrolment and share with supervisors for empanelment.

Key Skills Required

Technical Skills:

• Recovery process knowledge
• Collections system handling
• Regulatory and compliance adherence
• MS Excel and reporting tools
• Third-party vendor management

Soft Skills:

• Negotiation skills
• Conflict resolution
• Customer empathy and tactful communication
• People management
• Problem-solving

• Pressure-handling

Key Performance Indicators

1. Bucket wise collection efficiency set by business as per Annual Operating Plan
2. Penal Charges collection target set by the business as per the Annual Operating Plan.
3. Ensure full compliance to the code of conduct in recovery and repossession as per the regulator

Additional Role Details