Customer Support Collection Manager

JOB DESCRIPTION

L1 – ARS Operations / Lender Management Role Overview The L1 – ARS Operations / Lender Management role is responsible for supporting business performance through target tracking, lender coordination, performance reviews, MIS reporting, issue resolution and regular communication with internal and external stakeholders. The role requires strong analytical, communication, coordination and documentation skills, with a clear focus on business performance and revenue. Key Responsibilities  Assist in target setting and ensure timely communication of targets to L2/TL teams.  Maintain regular lender engagement, with a minimum of one lender interaction every two weeks.  Share lender performance updates and key pain points—biweekly for all lenders and weekly for identified priority lenders. Ensure discussions are properly documented for ARS review whenever required.  Conduct CM Base / Lender Base performance reviews with L2/TL twice a week, record action points and maintain documentation for review.  Prepare and share the monthly business update (Bizlet) with the ARS Head, COO and relevant vendor stakeholders.  Share weekly Target vs. Actual vs. Projection updates with the ARS Head, along with an action plan for the upcoming week.  Coordinate and act on dispute cases and case-allocation discussions with lenders on an ad-hoc basis.  Circulate daily MIS covering performance, revenue, MTD results and STLM comparison, wherever applicable.  Participate in a minimum of three huddles every week. In the absence of L2, participate in the daily morning or evening huddle as required.  Coordinate with vendors on billing-related cases where payments have been missed, delayed or left out, and ensure timely closure.  Maintain accurate records of lender interactions, performance reviews, action points, disputes and follow-ups.

JOB DESCRIPTION L2 – Job Description Position: L2 – Team Support Department: Calling Reporting To: L1 Manager Role Overview The L2 is responsible for supporting day-to-day team operations, monitoring calling performance, driving target achievement, and ensuring timely escalation and resolution of operational issues. Key Responsibilities 1. Target Setting & Communication  Support target setting and communicate daily/weekly targets to TLs and the team.  Monitor Target vs. Actual performance and highlight gaps. 2. Daily Team Monitoring  Participate in daily morning/evening huddles.  Review team and individual caller performance with TLs.  Define and track corrective Action Plans for performance gaps.  Ensure all performance reviews and action plans are properly documented. 3. L1 Coordination & Reviews  Conduct structured performance reviews with L1 twice a week.  Document key discussion points, identified gaps, and agreed Go-To Plans / Action Plans.  Escalate critical operational concerns to L1 on time. 4. Portfolio & Dispute Management  Identify and highlight portfolio issues, customer disputes, and operational concerns to L1 on an ad hoc basis.  Track escalated issues until appropriate resolution. CreditMantri Finserve Pvt. Ltd. | Confidential – Internal Use 5. Vendor & Billing Coordination  Liaise with vendors regarding billing/payment-related cases where payments have been missed or left outstanding.  Vendor coordination to be handled only when L1 is on leave. 6. Calling Productivity & Conversion  Review daily calling productivity and maintain Target vs. Actual performance tracking.  Monitor workable stock and evaluate conversion performance.  Review PTP (Promise to Pay) stock and monitor conversion/closure.  Identify productivity and conversion gaps and recommend corrective actions. Key Performance Expectations  Consistent achievement against assigned targets.  Accurate and timely performance tracking.  Effective TL and caller performance monitoring.  Timely escalation of portfolio and dispute-related issues.  Improved workable-stock and PTP conversion.  Complete documentation of reviews, action plans, and follow-ups.  Effective coordination with L1, TLs, callers, and vendors when required.

Intersted call to - 9790850988 Monica HR

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6+ years Experience.