Associate Manager-Debt Management (Call Center)

Job Requirements

About the Role

The Associate Call Center Manager is responsible for organizing, directing, and overseeing the activities of the Call Center Collections Department. This role focuses on optimizing processes and MIS efficiency while ensuring adherence to bank guidelines. The role requires close collaboration with collection managers and the legal team to initiate legal actions against delinquent customers and resolve complex issues, contributing to the bank’s broader objectives.

Key Responsibilities

Primary Responsibilities

• Design strategies to minimize losses by effectively recovering debt through call centers based on customer track records.
• Responsible for managing field agencies to support doorstep collection operations.
• Develop campaigns aligned with the overall collection strategy to ensure maximum recovery.
• Handle customer escalations and offer various payment modes to reduce bounce rates.
• Support initiatives to reduce fraud risk and maintain dashboards to monitor productivity.
• Utilize automation tools and drive digital initiatives to enhance process efficiency.
• Conduct detailed analysis of delinquencies and recommend changes to the product team.
  
  

Secondary Responsibilities

• Recommend process changes to improve service efficiency and quality.
• Suggest improvements to processes and policies across Retail Banking to drive operational efficiency and high-quality customer service.
  
  

What We Are Looking For

Education

• Graduate – Any discipline.
• Postgraduate – Any discipline
  
  

Experience

• Minimum 2 years of experience in collections
  
  

Skills and Attributes

• Strong understanding of collection processes and legal guidelines.
• Ability to manage escalations and provide customer-centric solutions.
• Proficiency in MIS and dashboard monitoring.
• Analytical skills to assess delinquencies and recommend improvements.
• Capability to drive automation and digital initiatives.