Collection Manager - NBFC

Key Responsibilities

Collections & Recovery

• Contact customers before and after due dates for repayment reminders.
• Follow up with customers having overdue loans.
• Obtain payment commitments and ensure timely follow-up.
• Recover outstanding dues through ethical and professional collection practices.
• Reduce delinquency and improve collection efficiency.
• Ensure closure of loan accounts upon successful repayment.

Customer Communication

• Handle inbound and outbound collection calls.
• Resolve repayment-related customer queries.
• Explain loan dues, interest calculations, overdue charges, and settlement options (where approved).
• Maintain a professional and courteous approach while interacting with customers.

Collection Operations

• Update collection remarks after every customer interaction.
• Maintain accurate records of calls, commitments, disputes, and repayments.
• Track customer promises to pay (PTP) and ensure follow-up.
• Coordinate with the Operations and Credit teams regarding customer cases.

Compliance

• Follow RBI Fair Practices Code and internal collection guidelines.
• Ensure ethical collection practices without harassment or misrepresentation.
• Maintain confidentiality of customer information.
• Report any fraudulent or suspicious customer activities.

Performance Management

• Achieve assigned daily and monthly collection targets.
• Maintain low overdue percentages.
• Improve repayment rates within assigned customer portfolios.
• Contribute towards reducing Non-Performing Assets (NPA) and write-offs.