Associate Manager-Debt Management (Call Center)

Job Requirements

Job Requirements

Job Title –

Function

Job Purpose

Responsibilities

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

Experience: 2