Officer-Collections Retail

Ujjivan Small Finance Bank; Pune District; On-site; INR 420,000 - 640,000; Full time

Job summary

Ujjivan Small Finance Bank Ltd. is seeking an Officer-Collections Retail to manage recovery of overdue amounts from default customers. The role focuses on disciplined follow-up, customer engagement, and adherence to collection processes within the Retail Collections team.

Key duties include updating interaction records, issuing receipts, and coordinating with the cluster for target achievement. Requires 12th pass/graduate, 1–2 years of relevant experience, and DRA certification.

Qualifications

• 12th pass or graduate in a related field.
• Experience: 2 years for 12th pass candidate and/or 1 year for a graduate in relevant areas of collections, risk controls.
• DRA Certification.
• Strong communication and negotiation abilities.
• Ability to adhere to collection processes and legal guidelines.

Responsibilities

• Follow up with default customers to recover overdue amounts per allocation.
• Adopt value-added follow-up modes for unresolved cases and motivate on-time repayments.
• Maintain records of customer interactions in the collection system and update cluster on status.
• Issue receipts and coordinate with Cashier for deposit of collections.
• Explain consequences of non-payment and initiate legal processes when required.
• Meet monthly collection targets and support FTOD collections/preventive collection efforts.

Skills

Fluent in local language

Understanding secured loans documents

Recovery strategies for secured loans

Target-oriented

Planning and time management

Education

12th Pass/Graduate in related field

Job description

POSITION DESCRIPTION

JOB TITLE : Officer-Collections Retail

GRADE : DM-I

DEPARTMENT : Collections Retail

LOCATION : Branch/Cluster

SUB-DEPARTMENT : NA

TYPE OF POSITION : Full-time

REPORTS TO : Cluster Collections Manager

REPORTING INTO

NA

ROLE PURPOSE & OBJECTIVE

• This role is responsible to follow-up with Default customer for Recovery of over-due amount as per the Allocation
• For any unresolved cases, the incumbent needs to decide on the most value-added mode of follow-up; adopt different strategies for the collection at different point of time; work on having the customers being treated well during the Overdue Follow up; Motivate the customers to make on time Repayment; Trace out the absconded default customers and initiate recovery process
• SIZE OF THE ROLE

FINANCIAL SIZE NON-FINANCIAL SIZE

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

• Portfolio Size – 70 Cases for 7 Cr.
• NA
• Business

Business

• Follow up with the customers to collect the repayment from the customer
• Convince the customers to make the repayment, take PTP’s and follow up
• Update the status of the repayment to cluster.
• Update the details of the interaction with the customer in the collection system.
• Issue the Receipt to the customer and deposit the amount with the Cashier
• Communicate the customers about the consequences of non-payment
• Trace out of absconded default customers and initiate recovery process
• Initiate the Legal process in case of Non-Repayment based on the Document available with the organization
• Manage collection process and legal guidelines; Initiate the process of reporting full details about non-payment customers for action plan and maintain the Monthly Collection Target is met
• Ensure that the Monthly individual collection target is met
• Help distribution team in FTOD collection and working for preventive collection of cases.

Customer

• Interact with the customers politely, Convince the customer to make the repayment
• Maintain fair collection practices while dealing with customers
• One should contact people other than the customers only to locate the borrower
• Communicate the Consequences thoroughly to the customers about the Non-payment
• Issue the notices to the customers at different stages with details of further course of action
• Understand the customers situation and adopt various strategies for collection
• Customers should be treated with respect and no false, deceptive, or misleading claims should be made for the purpose of collecting repayments. This includes misrepresenting his/ her identity or falsifying facts about debt status or consequences of non-repayment or claiming any monetary or non-monetary awards post tracing of the customer.

Internal process

• Ensure that collection process and legal guidelines to be adhered
• Complete administrative work related to collection such as updating delinquent account history, updating change of customers' information, providing and maintaining MIS report, reviewing of collection feedback on Daily, Weekly & Monthly basis, etc.
• Review the Cases with Cluster Manager before taking further course of action
• Report any fraud identified in the field to Vigilance
• Interact with different teams at appropriate verticals and if required engage them for collections.

Learning & Performance

• Ensure that you are up to date on all relevant circulars and all products/services offered in the Branches.
• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self.
• Ensure coordination between different teams, to build a collaborative spirit and shared sense of purpose.
• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• 12 th Pass/ Graduate in a related field

Experience

• 2 years of experience for 12th Pass candidate and/or 1 yr of experience for a graduate in relevant areas of collections, risk controls

Certifications

• DRA Certification

Functional Skills

• Fluent in Communication in the local language
• Understanding of the documents of the Secured Loans
• Knowledge of various strategies that can be adopted for recovery of secured loan – Legal etc.
• Has to have tenacity in meeting targets.
• Take responsibility of effectiveness and timely completion of work.
• Planning, organizing and time management skill. Should have the ability to prioritize.

Behavioral Skills

• Good Convincing skills which can be adopted during the collection.
• Strong communication skills with the ability to communicate directly with field staff & customers.
• Local language skills will be preferred

KEY INTERACTIONS

• INTERNAL
• EXTERNAL
• Vigilance officers
• Customers and Family Members
• Tele Callers and Back End Collection Manger
• Police Personnel
• Branch Head, Loan Officer
• Vendors
• Legal Manager
• Vigilance officers