Manager – Collection & Retention Field Exe

Role

Field Executive – Retentions & Collections

Job Level/ Designation

M1

Function / Department

Customer Service

Location

Bangalore, Karnataka

Job Purpose

· Drive assigned Retention & collection agencies for delivery of KPIs.

· Ensure SLA delivery with complete adherence to Code of Conduct.

· The job involves to Drive Agencies for Retention, Collection, Provision roll back and Involuntary churn and deliver the targets.

· Required do regular visits to the agencies and field on regular basis to review the performance and other SLAs and ensure productivity enhancement.

Key Result Areas/Accountabilities

· Drive assigned Retention & Collection agencies for delivery of KPIs.

· Ensure SLA delivery with complete adherence to Code of Conduct.

· Develop and plan infrastructure at agency as per allocation and forecast.

· Ensuring all reports and feedbacks are well maintained at the agencies and they are utilized for taking subsequent action in portfolio.

· Have a strong governance process for Retained cases, Field visit, receipt book audits, I cards register, Cash register, COC and HSW.

· Do regular field visit with/without field agent for audit/recovery purpose

· Engage in development and implementation of various training/coaching programs of team members

Core Competencies, Knowledge, Experience

· Strong Negotiation skills and communication skills

· Exposure to customer retention & collection role.

· Analytical Skills.

· Good process / systems knowledge / experience

· Presentation Skills

Must have technical / professional qualifications

· Graduate / PG in any field

· Communication skills

· MS Office & Presentation Skills