Soft Bucket Collection

Job Description

Key Responsibilities Early Delinquency Management (090 DPD) Monitor and manage bucket-wise collections across 130, 3160, and 6190 DPD segments. Increase rollbacks, CD (current demand) resolution, and account normalization. Identify high-risk accounts using trend analysis and intervene proactively. 2. Call Center Coordination Drive contactability and promise-to-pay (PTP) conversions through BPO partners. Improve talk time, right-party contact rates, and efficiency per dial. Monitor scripts, performance, and quality of customer interaction; implement corrective action plans. 3. Cost-Effective Collections Optimize calling, digital, and feet-on-street strategy mix to lower cost of collection. Track resolution costs by bucket/channel and implement automation/digital-first strategies. 4. Compliance & Governance Ensure adherence to regulatory and internal compliance norms for soft bucket collection practices. Conduct regular audits, mystery calls, and BPO compliance checks. Escalate and resolve customer complaints with a preventive feedback loop. 5. System & Process Improvement Work with internal IT/product teams to enhance collection system capabilities, queue management, and rule engines. Develop and fine-tune workflows for auto-allocation, auto-escalation, and PTP tracking. 6. Digital & Self-Cure Strategy Promote digital payments, self-cure options, and bot/IVR integrations to reduce manual effort. Roll out WhatsApp, SMS, and email nudges for softer resolution and PTP reinforcement. Leverage UPI, net banking, and mobile payment integrations to improve payment conversion. 7. Reporting, Analytics & Forecasting Analyze bucket movement, resolution trends, call performance, and rollback effectiveness. Use predictive analytics to flag high-risk cases and recommend early interventions. Build and manage dashboards for internal reviews and leadership visibility. Experience Required 5 to 10 years of relevant experince in collection of soft buckets and call centre managemnt. Preferred Qualifications Graduate (MBA preferred)