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Associate Manager-Collections (Call Center)

IDFC FIRST Bank Limited
Pune, Maharashtra
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19 hours agoFull–time
Job Description

Job Title – Associate Call Center Manager

Place of work – Pune

Business Unit – Retail Banking

Function – Collections

Job Purpose:

The role bearer has the responsibility to organize, direct and oversee the activities of the call center collections Department and guide the department in collecting. It will include of making the process efficient and optimization of MIS. The role bearer must adhere to the guidelines set by the bank. Work closely with the collection managers legal team so as to make sure legal actions is initiated against customers who are delinquent and complex issues are resolved contributing to the larger objectives of the bank.

Primary Responsibilities:
• Help design strategies to minimize losses to the bank by effectively recovering debt owed to the bank by leveraging call centers based on the customer track record for allocated call center.
• Help Design campaigns aligned to the overall collection strategy to ensure maximum recovery for allocated call center.
• Handle customer escalations and provide different payment modes to customers to reduce bounce rates.
• Support initiatives to reduce risk of fraud- Maintain and monitor dashboards to ensure high level of productivity.
• Employ tools such as automation and drive digital initiatives to increase process efficiency.
• Conduct detailed analysis of delinquencies and recommend changes to the product team.

Secondary Responsibilities:
• Recommend process changes in order to improve service efficiency and quality across.
• Recommend improvements to processes and policies across the Retail Banking business to drive operational efficiencies and high quality customer service

Educational Qualifications:

Graduate – Any

Post Graduate – Any

Experience:

0-1 year of experience in collections