Collection Agency Coordinator

Key Responsibilities

• Allocate & rebalance portfolios to agencies; publish daily Feeds (Not Connected/Failed PTP/High Propensity)
• Track promise-to-pay (PTP), broken PTP, contactability, CE% (collection efficiency) & roll rates; drive huddles
• Verify field visits: route plans, geo-tags, app usage; escalate non-contactables/skip-trace cases
• Ensure scripts/compliance: DRA coverage, ID cards, consent, call masking, no cash collection, receipt trails
• Run weekly performance reviews; recommend penalties/bonuses per annexure
• Manage legal pipeline hand-offs (61+ DPD): default notices, Sec-138, arbitration, settlements.
• Coordinate digital nudges (SMS/WhatsApp/IVR/bot), Razorpay/UPI links, and payment reconciliation with LMS.
• Maintain DLT templates, audit logs, and grievance/RCU escalations.
• Vendor hygiene: onboarding docs, SLAs, payouts, dispute resolution.