Collections Manager

The role holder is responsible for meeting the target assigned for the portfolio and vendor managed. Key responsibilities include achievement of set targets along with 100% process adherence. Collection Manager/ Agency Manager to ensure that the vendor adheres to the regulatory norms & process requirements which have been communicated as a part of COC/ agreement during empanelment.

• Ensure 100% allocation of the portfolio allocated for field coverage & payment follow up
• Ensure adequate workforce is deployed by the vendor for field coverage of accounts allocated across pin codes/ geographies
• Field workforce has to be DRA Certified as per regulatory norms
• All resources managing YBL portfolio have to have valid YBL ID cards & receipt books issued
• All payments collected on field to be deposited/ applied within the TAT
• Timely communication on targets across portfolio parameters of resolution, rollback & normalization to Agency proprietor & agency manager
• Ensure achievement of Resolution, Rollback/ Normalization targets assigned on the portfolio allocated are achieved
• Timely submission of used receipts & ensuring payment application within the approved TAT.
• Receipt reconciliation to be done within the approved cut off date
• Start of month audits to be conducted to ensure 100% process adherence. Any abbreviations to be reported to location head/ RCM as appropriate
• Field follow up to be updated in DCR & trails to be sent to Central Team for updation in V+ for all cases referred/ allocated
• Communication on pickups for accounts where pickups have been generated
• Ensure vendor payouts are timely raised & commission is subsequently paid to vendors
• Agency to operate within the regulatory framework with 100% compliance of regulatory norms
• Direct field follow up on difficult cases by Agency Manager along with agency proprietor/ agency supervisor for personal traction of high risk accounts.
• Ensure necessary investigation of complaints received across channels are shared post necessary review to prevent any reputational/ financial loss for the Bank.
• Identify & recommend cases where Legal recourses need to be sought & ensure legal coverage of all accounts allocated as appropriate
• Ensure regular exchange with agency proprietor on key deliverables & process norms on any variance/ process gap
• Ensure quality resources are hired & deployed by agency proprietor on YBL portfolio
• Ensure regular agency visits & review with field team
• Ensure there is no financial/ non-financial exchange with any third party (customer/ agency resources etc)
• All communication to the agencies to be sent only on registered email id
• Ensure all customer interactions are updated in DCR for future reference
• Ensure all customer issues involving judicial bodies are highlighted to all internal stake holders (Legal/ Compliance)
• Ensure rightful representation of the Bank in any customer/ third party interaction
• Timely closure of receipt reconciliation & providing confirmation on data destruction