Live opening · Posted 6 days ago
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Role Summary
Lead the tele-calling team of 25 Tele callers and supervisors (TL) with focused exclusively on 90+ DPD accounts, driving resolution and recovery on high-risk delinquent portfolio through structured calling strategies while ensuring compliance with fair practice norms.
Roles and responsibilities:
• Manage daily operations of the tele-calling team dedicated to 90+ DPD accounts, driving PTP generation and actual collection/resolution
• Design and refine call scripts and negotiation approaches specific to hardcore delinquency — settlement discussions, restructuring options, and legal-consequence communication (within compliance)
• Monitor key metrics: PTP conversion%, PTP kept ratio, calls per agent per day
• Identify and flag hardship, willful default, and fraud-suspect cases; route to appropriate teams (legal/field) per policy
• Conduct call audits to ensure adherence to RBI/MFIN fair practices code — especially around call timing, tone, and no-harassment norms critical at this delinquency stage
• Coordinate closely with field collection agents/agencies for accounts requiring in-person visits
• Track and manage settlement/OTS (One Time Settlement) approvals workflow with agent-wise lead tracking
• Drive agent motivation through contests and incentive structures tailored to high-difficulty bucket
• Train agents on handling hostile/evasive customers, objection handling, and de-escalation for this high-stress bucket
• Prepare MIS/dashboards for senior management: agent-wise performance, bucket movement trends, PTP funnel analysis, and closure TAT
• Ensure accurate CRM/dialer logging — disposition codes, PTP dates, remarks — for audit trail and legal recourse readiness
• Handle high-severity escalations and disputes from this delinquency segment
Education & Skill required:
MBA
Strong grasp of NPA classification, OTS/settlement processes, and MFIN/RBI fair practices code
Experience managing tele-calling teams under high-pressure recovery targets
Proficient in Excel/MIS (SUMIFS, XLOOKUP, TAT/bucket analysis)
Strong negotiation, coaching, and crisis-handling skills
Familiarity with dialer/CRM systems and legal escalation workflows
Work arrangement
No
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