Field visit is an integral part of the collections unit,Delinquent customers, especially at higher stages of delinquency are prone tobeing non contactable due to various reasons.
It is imperative that collectionsteam is able to establish contacts with such customers through visiting suchcustomers and negotiate with them for payment.
Key Result Areas :
Job involvesvisiting customers on a daily basis at their office or any traced location.
Minimum of12-14 cases must be visited on a daily basis.
In a monthminimum of 225-300 cases need to be visited by each field collector.
Make regularvisits to customer’s office, collect payment and persistently follow up withcustomers.
Ensureresolution, rollback, normalization targets are achieved.
Ensureproductivity metrics are met in terms of number of visits and contactestablished.
Identifypotential skips and fraud cases and escalate all irregularities in accounts tothe attention of the TL
Have acustomer centric approach and manage delinquent relationship of customers bytreating them fairly and not misleading them.
Update andprovide daily Field DCR (Daily collection report) with details of customers,this includes customer’s office location details, new mobile number and anyother information which will be helpful in tracing the customer.
Ensure thatall required information is passed to the bank by updating the daily fieldreport.
Strictlyobserve code of conduct policies and instruction from the bank.
Coordinatewith the In-house team / Manager on daily basis and provide feedback.
Highlightand escalate any issue to the management which can potentially tarnish thegoodwill of the company.
Knowledge, Skills and Experience
Negotiationskills and understanding of collections processes
PC Literatewith Excellent verbal and written communication skills
Ability tomanage a negotiation and be customer centric in approach.
All Fieldcollectors will undergo training prior to joining the production floor- whichwill cover negotiation skills.
Jun 19, 2018