Collection Officer (Hard Bucket - 30 To 90 Bucket)

Job Purpose:

To manage and recover overdue accounts in the hard bucket (typically 90+ DPD / NPA accounts) through field visits, negotiations, legal coordination, and recovery strategies to minimize portfolio losses and improve recovery performance.

Key Responsibilities:

1. Portfolio Management

Handle delinquent accounts in 90+ DPD / NPA bucket.

Ensure timely follow-up on allocated cases.

Maintain updated status of each case in the system.

2. Field Recovery & Customer Engagement

Conduct field visits for overdue customers.

Negotiate repayment plans and settlements.

Persuade customers for full or partial payments.

Handle difficult / resistant customers professionally.

3. Recovery Strategy Implementation

Execute repossession strategy (for secured loans).

Coordinate with legal / repossession agencies.

Support in initiating legal actions when required.

Follow SARFAESI / Arbitration / Legal recovery processes (for secured products).

4. Target Achievement

Achieve monthly recovery targets (Amount & Resolution).

Improve roll-back and resolution rates.

Reduce write-offs and credit losses.

5. Compliance & Documentation

Ensure adherence to company policies and regulatory guidelines.

Maintain proper documentation of field visits.

Avoid customer harassment; follow fair practice code.

Maintain call logs and visit reports in the system.

6. Coordination

Work closely with Branch Manager / Credit / Legal teams.

Liaise with external agencies and repossession vendors.

Provide regular updates to reporting manager.

Key Performance Indicators (KPIs):

Recovery % vs Target

Resolution Rate

Reduction in 90+ DPD / NPA bucket

Rollback to lower bucket

Repossession success rate (if applicable)

Compliance adherence score

Required Qualifications:

Graduate in any discipline (preferred).

Minimum 2 years of experience in hard collections (secured/unsecured loans).

Experience in field recovery mandatory.

Skills Required:

Strong negotiation & persuasion skills.

Ability to handle pressure & difficult customers.

Knowledge of legal recovery processes.

Good communication skills (local language mandatory).

Basic computer skills (MS Excel / Collection software).