Sr. Officer / Officer - Collections

Role & responsibilities :

Key highlights of the role are listed below (purely indicative and not):

• Manage the assigned delinquent portfolio (e.g., early delinquency) for credit-card accounts.
• Drive resolution of overdue accounts: initiate collection calls, (if applicable), liaise with recovery agencies, legal teams or skip-trace vendors as required.
• Coordinate with external collection agencies and tele-calling teams: monitor their performance, ensure adherence to service level agreements (SLAs), conduct periodic reviews and improvement initiatives.
• Analyse cash flows, customer payment behaviour and portfolio metrics; propose and implement improved collection strategies and processes to enhance recovery and reduce outstanding receivables.
• Execute tactical campaigns w.r.t IVR, SMS and emails and maintain MIS on the same.
• Manage the digital campaigns and their vendors.
• Prepare and update MIS reports (weekly/monthly), dashboards on delinquency, recoveries, cost of collections, agency performance and escalate to senior management.
• Ensure full compliance with internal credit policies, regulatory norms, the companys fair practices code and guidelines in collections.
• Manage customer interactions in a professional, courteous manner during collections, ensuring the customer-centric values of the company are maintained (even in arrears handling).
• For Senior Officer level: Lead or mentor a small team (e.g., agency oversight, telecalling team), may be responsible for certain collections segments independently and drive improvement initiatives.
• Liaise with cross-functional teams such as Risk, Legal, Operations and Analytics to coordinate on escalations, write-offs, recoveries, portfolio strategy.
• Field/Agency visits as required for high value/unusual cases and skip-trace assignments.
• Handle and resolve customer complaints.

Applicants should possess the following attributes:

• Good negotiation, persuasion and communication skills to engage delinquent customers and drive payment resolution.
• Strong analytical skills, ability to work with numbers, understand cash flow, delinquency trends, and draw actionable insights.
• Comfortable working with external vendors/agencies and managing their performance.
• Good understanding of regulatory environment for credit cards/collections and fair practices.
• Excellent MS Office skills (Excel, PowerPoint) and ability to maintain accurate MIS/reports.
• High degree of integrity, customer-centric mindset, ability to work under pressure, multitask and prioritize tasks.
• Willingness to travel and conduct field/agency visits as required (especially for higher delinquency segments).
• Demonstrated ability to lead/co-ordinate team, drive process improvements, escalate critical issues and influence stakeholders.