Field Collection Executive

Job Title: Field Collections executive (Feet-on-Street)

Department: Feet On Street Recovery
Location: FOS Head
Reporting To: Customer Operations Officer

Role Purpose

To drive recovery of overdue accounts through structured field visits, customer engagement, and on-the-spot resolution, while maintaining strict compliance with regulatory and ethical standards.

Key Responsibilities

1. Field Collections Execution

·       Conduct planned daily visits to delinquent customers within assigned territory

·       Prioritize accounts based on allocation strategy (high-value, non-contactable, broken promises)

·       Achieve daily/weekly/monthly collection targets

2. Customer Interaction & Negotiation

·       Engage customers professionally to understand repayment capacity

·       Negotiate on non payment solutions (Assignment , Loan , CLIP)

·       Secure on-the-spot payments via digital or approved modes

·       Educate customers on consequences of non-payment (within compliance limits)

3. Data Capture & Reporting

·       Update visit outcomes in mobile app/CRM in real time

·       Capture: Customer availability/status

·       Reasons for delinquency

·       Updated contact/address/employment details

·       Ensure geo-tagging and visit proof submission

4. Skip Tracing & Information Gathering

·       Locate customers who are unresponsive or have changed address

·       Collect alternate contact details through field intelligence

·       Verify residence/employment where required

5. Compliance & Conduct

·       Adhere strictly to Reserve Bank of India (RBI) guidelines and Fair Practices Code

·       Avoid any harassment, coercion, or reputational risk to the organization

·       Carry valid ID and authorization letters during visits

·       Follow permitted visit timings and ethical conduct standards

6. Coordination & Follow-up

·       Coordinate with call center/digital teams for pre- and post-visit follow-ups

·       Trigger SMS/WhatsApp payment links after customer interaction

·       Escalate sensitive or high-risk cases to supervisors or respective process manager

7. Territory & Route Management

·       Plan daily routes efficiently to maximize productivity

·       Cover assigned clusters/zones systematically

·       Ensure optimal number of productive visits per day

Key Performance Indicators (KPIs)

·       Collection amount vs. target

·       Visits completed per day

·       Customer contact rate (met vs. attempted)

·       Conversion rate (payments after visit)

·       Data accuracy & system updates

·       Compliance adherence / zero complaints

·       NPS Scores

Required Skills & Competencies

·       Strong negotiation and interpersonal skills

·       Basic financial understanding of loans/credit

·       Ability to handle difficult conversations calmly

·       Familiarity with mobile apps and digital payments (UPI, QR, POS)

·       Local area knowledge (geography & language)

Educational Qualification

• Minimum: Graduate (preferred) / 12th pass with relevant experience

Experience

·       1–3 years in collections, sales, or field operations (preferred)

·       Freshers with strong communication skills may be considered

Other Requirements

·       Willingness to travel extensively within assigned territory

·       Two-wheeler preferred (depending on region)

·       Smartphone mandatory

Compensation Structure (Suggested)

·       Fixed salary + performance incentives

·       Incentives linked to collections, resolution quality

Main Outcomes :

·       High recovery with minimal complaints

·       Accurate, real-time reporting

·       Ability to convert difficult cases into paying customers

·       Strong discipline in territory coverage and follow-ups

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