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Role
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Field Executive – Retentions & Collections
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Job Level/ Designation
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M1
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Function / Department
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Customer Service
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Location
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Surat
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Job Purpose
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- 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.
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Key Result Areas/Accountabilities
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- 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
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Core Competencies, Knowledge, Experience
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- Strong Negotiation skills and communication skills
- Exposure to customer retention & collection role.
- Analytical Skills.
- Good process / systems knowledge / experience
- Presentation Skills
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Must have technical / professional qualifications
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- Graduate / PG in any field
- Communication skills
- MS Office & Presentation Skills
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