Officer -Micro banking Collections-Karnataka

Ujjivan Small Finance Bank; Erode; On-site; INR 300,000 - 420,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking an Officer-Collection Micro Banking for our branch in Tamil Nadu. The role focuses on recovering overdue amounts from micro banking customers and coordinating with the branch team to ensure timely repayments.

You will follow up with customers, document interactions, and support escalation to legal actions when necessary. Relevant experience in collections and strong local language skills are required.

Qualifications

• Fluent in local language for effective customer communication.
• Strong verbal & written communication abilities.
• Demonstrated tenacity to meet collection targets.
• Ability to plan, organize, and manage time efficiently.

Responsibilities

• Follow up with default customers to collect repayments.
• Convince customers to make repayments and take PTPs (Promise to Pay).
• Update repayment status with branch staff and document interactions.

Skills

Local language communication

Communication skills

Tenacity to meet targets

Planning & time management

Convincing skills

Education

12th Pass/ Graduate in a related field

Job description

POSITION DESCRIPTION

JOB TITLE : Officer-Collection Micro Banking

GRADE : DM-I

DEPARTMENT : Collections

LOCATION : Branch

SUB-DEPARTMENT : Micro Banking

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

• Portfolio – 350 + accounts with arrear of 70+ lacs
• NA

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

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 branch staff
• Update the details of the interaction with the customer in the Software
• 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

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
• Recommend for legal actions for non-recoverable cases above Rs 10,000 O/s cases and follow up with the Legal Cell for the closure of the cases
• 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 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.
• Recommendation of doubtful overdue cases for writing off in co-ordination with the team.

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

• 12th Pass/ Graduate in a related field

Experience

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

Certifications

• NA

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

Vigilance officers

Customers and Family Members

Tele Callers and Back End Collection Manger

Police Personnel

Branch Head, Loan Officer, ACRMs, CRMs, Credit Officers

Legal Manager

PREPARED BY

DATE

REVIEWED BY: Collection Team

DATE: 02-02-2024

LAST UPDATED BY: TM Team

DATE: 03-02-2024