Collection Manager

Key Roles & Responsibilities

• Conduct field visits to follow up with customers for recovery of overdue payments.

• Maintain fair collection practices in line with company SOPs, legal norms, and RBI guidelines.

• Perform field duties within regulated working hours (8:00 AM – 7:00 PM) with sincerity and integrity.

• Update customer feedback, repayment status, and new information on the company app.

• Achieve weekly and monthly collection targets.

• Report on-ground challenges promptly to the Field Collection Manager.

• Handle assigned personal loan EMI overdue accounts and ensure timely collections.

• Generate and follow-up on PTP (Promise to Pay) commitments and ensure timely conversion.

• Guide customers for digital repayment through UPI, payment links, auto-debit mandates, etc.

• Handle bounced EMI cases and re-initiate follow-ups.

• Update customer conversations, remarks, and payment status in CRM on a daily basis.

• Coordinate with internal teams for dispute resolution and repayment-related queries.

• Escalate high-risk, repeated defaulters, or sensitive cases to senior management.

• Ensure strict compliance with RBI Fair Practices Code, recovery guidelines, and data privacy norms.

Preferred Experience

• Experience in Personal Loan / NBFC / Bank / Fintech Collections.

• Knowledge of bucket handling (1–30, 31–60, 61–90, 90+ DPD).

• Experience in soft collection, early bucket recovery, and repayment counselling preferred.

Key Performance Indicators (KPIs)

• EMI Collection Target Achievement (%)

• PTP Conversion Rate

• Calling Productivity & Connect Ratio

• Resolution & Recovery Rate

• Reduction in Overdue Portfolio

• It is a Full Time Field Sales job for candidates with 6 months - 6+ years Experience.