Collection Analyst

Objective

• Strengthen collection efficiency through technology adoption, agency-led collection drives, analytics-based decision-making, early-stage customer engagement and effective field implementation.
• Improve recovery rates, reduce delinquency and operational dependency on field teams, and establish scalable and data-driven collection processes.

Job Description

Key Responsibilities

1. Collection Module Field & Drive Implementation

• Drive the effective implementation and adoption of the Collection Module across branches and field teams.
• Ensure the module is utilized effectively for daily collection planning, customer follow-ups, payment tracking, and recovery activities.
• Monitor field-level usage, identify implementation gaps and coordinate with relevant teams for timely resolution.
• Conduct regular reviews to measure module effectiveness and improve collection productivity.

2. Collection Agency Drive

• Plan and execute collection drives through external collection agencies.
• Coordinate with agencies to ensure timely allocation and follow-up of delinquent accounts.
• Monitor agency performance against defined collection targets, productivity and recovery parameters.
• Review agency-wise performance and take corrective actions wherever required.

3. Collection Skip Tracking Module Development & Field Implementation

• Drive the development and implementation of the Collection Skip Tracking Module to strengthen skip customer identification and tracking.
• Work closely with Technology, Analytics, and Collection teams to define business requirements and improve module functionality.
• Ensure effective field implementation and adoption of the module by collection teams.
• Track skip cases, field actions, outcomes, and recovery status to improve traceability and resolution.
• Gather field feedback and recommend enhancements based on operational requirements.

4. Collection Call Centre

• Establish and manage a focused call-centre process for customers experiencing their first payment bounce.
• Ensure timely calling and customer follow-up immediately after the bounce to maximize early-stage collections.
• Develop calling strategies, scripts, escalation mechanisms, and follow-up processes for effective customer engagement.
• Leverage the call-centre model to improve early-stage collections and release bandwidth of the existing field collection team for higher-risk and delinquent accounts.

5. Collection Analytics Learning & Implementation

• Analyse collection data, customer behaviour, bounce trends, delinquency patterns, recovery performance, and field productivity.
• Identify actionable insights from collection analytics to improve recovery efficiency and collection strategies.
• Translate analytical findings into practical field-level initiatives and collection campaigns.
• Track the impact of implemented initiatives through defined KPIs and performance dashboards.
• Continuously identify trends, gaps, and opportunities to improve collection efficiency, reduce delinquency, and enhance recovery rates.
• Work closely with the Analytics, Business, Technology, and Collection teams to ensure data-driven decision-making and continuous process improvement.