TEAM LEADER-COLLECTIONS

Job Purpose:

The Team Leader – Collections is responsible for leading and managing a team of telecallers or field agents to recover outstanding debts from customers while ensuring compliance with company policies and regulatory guidelines. The role involves team supervision, performance monitoring, training, and meeting recovery targets.

Key Responsibilities:Team Management:

• Supervise a team of 8–15 collection agents (telecallers/field executives).
• Assign daily/weekly targets to team members and monitor performance.
• Provide regular coaching, feedback, and motivation to enhance team productivity.
• Conduct daily team huddles and performance review meetings.
• Ensure adherence to shift timings, attendance, and discipline.

Recovery & Operations:

• Achieve assigned monthly recovery targets as per bucket and product segmentation (e.g., PL, Credit Cards, Auto loans).
• Monitor delinquent accounts and allocate them efficiently.
• Track and report team’s daily collection activities and performance metrics.
• Implement recovery strategies to maximize efficiency and reduce overdue amounts.
• Handle escalated customer calls and resolve disputes or complaints.

Compliance & Quality:

• Ensure the team follows RBI guidelines, DRA (Debt Recovery Agent) norms, and client-specific compliance requirements.
• Conduct quality audits of agent calls and provide corrective training.
• Maintain call recordings, feedback logs, and compliance reports as required.
• Avoid any aggressive, unethical, or unlawful collection practices.

Reporting & Analysis:

• Maintain accurate MIS reports related to collections, agent performance, and customer feedback.
• Share daily/weekly/monthly dashboards with management and suggest improvements.
• Identify high-risk accounts and highlight them to the manager.

Key Performance Indicators (KPIs):

• Collection efficiency (% of recovery achieved vs. assigned).
• Bucket-wise resolution rate (especially for buckets 1-3).
• Rollback ratio.
• Team productivity (calls made/visits done per day).
• Call quality and compliance scores.
• Customer dispute resolution time.

Skills and Competencies:

• Strong leadership and team management skills.
• Good understanding of collections process and delinquency management.
• Excellent communication, negotiation, and conflict-resolution skills.
• Data analysis and reporting proficiency (Excel, MIS).
• Ability to work under pressure and achieve targets.
• Ethical and professional conduct at all times.

Educational Qualification:

• Graduate in any discipline (Bachelor’s Degree mandatory).
• Certification in DRA (Debt Recovery Agent) preferred.

Experience:

• Minimum 2–5 years of experience in collections, with at least 1 year in a team-leading role.
• Experience in a collection agency or third-party BPO handling collections is preferred.

Additional Requirements:

• Should be fluent in local language and English/Hindi.
• Familiarity with CRM tools, dialers, or field recovery apps.
• Willingness to work extended hours or weekends if targets demand.

Job Type: Full-time

Pay: ₹22,000.00 - ₹28,000.00 per month

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Work Location: In person