Education qualification: Any Graduate/Post Graduate

Key Responsibilities

• Allocation of portfolio to vendor basis the past performance trend and FOS availability, creating adequate manpower capacity for the portfolio.
• Review cases with FOS / TL and work assignment basis the disposition code.
• Coordinating with agency resources and doing the call planning for better resolution, ensuring appropriate support to the agency on difficult cases.
• Receipt book & Repo kits allocation and auditing periodically
• Agency billing closure within 60 days of the work completed month.
• Ensuring prior approvals in repo cases & helping the agency manage repo-related issues.
• Handling collection/repo-related customer service issues/escalations.
• Coordinating with the legal team for initiating legal actions against chronic defaulters & dealing with enforcement agencies in cases filed against BACL by customers/third parties.
• BKT resolution with agency and FOs level needs to be tracked & reviewed.
• Flow rates to the next BKT need to be restricted on the location you are handling.
• Remove the non-performing FOs, recruit a fresh team and train as and when required.
• CRM queries need to be closed as per the TAT assigned.
• RCU audit queries must be reverted before TAT and implementation of committed action at the field level.
• Receipt book discrepancies need to be discussed with the agency and ensure no reoccurrence of such issues in the field.
• HHT 100% utilization and report to be submitted to ACM / RCM regularly.
• HHT not working need to be informed to the IT team for need of support

Skills: Customer Service, Support, Auditing, Coordination, Billing, enforcement, Training, utilization, Queries, Audit, Reporting

Experience: 3.00-5.00 Years