Collection Executive / Officer

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