Collection Officer

ROLE OVERVIEW
CFM Asset Reconstruction Private Limited is looking for a Collection Officer – Retail Assets to support the growing retail stressed-asset portfolio.
The incumbent will be responsible for managing assigned borrower accounts, conducting regular follow-ups, facilitating recoveries and settlements, undertaking field visits, maintaining collection records, and coordinating internally for resolution of delinquent/stressed retail accounts.
The role requires a strong understanding of retail collections, borrower handling, negotiation, field recovery processes and documentation.
KEY RESPONSIBILITIES
1. Retail Collections & Recovery
Manage an assigned portfolio of delinquent/stressed retail accounts and drive recovery against defined collection targets.
Follow up with borrowers through telephone, email, written communication and field visits.
Understand the borrower's repayment situation and work towards appropriate recovery/resolution.
Ensure timely follow-up on outstanding dues, settlement commitments and payment arrangements.
Track PTP (Promise to Pay) cases and ensure timely follow-up on commitments.
Identify difficult or non-responsive accounts and escalate them appropriately.
2. Field Collections & Collections Agency Management
Conduct borrower/residence/business visits wherever required for recovery and verification.
Maintain proper records and visit reports for all field collection activities.
Ensure collections are undertaken professionally and strictly in accordance with applicable policies, regulatory requirements and the organisation's code of conduct.
Coordinate with empanelled collection/recovery agencies and allocate cases/accounts to agencies as per the defined allocation strategy.
Monitor agency-wise allocations, collection performance, recovery efficiency and ageing of assigned cases.
Track agency performance against agreed collection targets and regularly follow up on pending/non-moving cases.
Review agency MIS, field visit updates, PTPs, recoveries and borrower feedback to ensure timely action on allocated accounts.
Identify underperforming agencies or allocations and recommend reallocation/escalation of cases wherever required.
Conduct periodic performance reviews with collection agencies and highlight key gaps, challenges and action items to the reporting manager.
Ensure collection agencies and their representatives adhere to applicable regulatory requirements, internal policies, approved recovery practices and borrower conduct standards.
Reconcile collection updates and ensure recoveries received through agencies are appropriately recorded and reported.
3. Settlement & Resolution
Engage with borrowers to understand their financial position and explore feasible repayment/settlement options.
Assist in preparation of settlement/OTS proposals based on discussions with borrowers and internal guidelines.
Follow up on approved settlements and ensure adherence to agreed payment schedules.
Escalate deviations, broken commitments and settlement defaults to the reporting manager.
4. Legal & Resolution Coordination
Coordinate with the Legal and Resolution teams for accounts requiring legal action or further escalation.
Provide required borrower information, collection history, visit reports and supporting documents for legal proceedings.
Follow up on accounts under legal/recovery proceedings and support execution of the agreed resolution strategy.
5. MIS & Documentation
Maintain accurate and updated records of borrower interactions, collection status, PTPs, recoveries and field visits.
Update collection/recovery systems and trackers on a timely basis.
Prepare daily/weekly/monthly collection MIS as required.
Maintain appropriate supporting documentation for payments, settlements and borrower communications.
Highlight high-risk, sensitive or critical accounts to the reporting manager.
6. Compliance & Customer Conduct
Follow all applicable RBI guidelines, internal policies and fair-practice requirements while dealing with borrowers.
Maintain professional and respectful communication during all borrower interactions.
Ensure confidentiality of borrower and account information.
Ensure that no unauthorized commitments or representations are made to borrowers.
REQUIRED QUALIFICATIONS & EXPERIENCE
Graduate in any discipline. Commerce, Finance, Banking or related qualification preferred.
2–5 years of relevant experience in Retail Collections / Recovery / Stressed Assets / Retail Lending.
Experience with Banks, NBFCs, ARCs, FinTech lenders or Collection/Recovery Agencies preferred.
Exposure to secured retail loans such as Home Loans, LAP, Vehicle Loans and other retail lending products would be an advantage.
Experience handling delinquent/NPA accounts and field collections is preferred.
REQUIRED SKILLS & COMPETENCIES
Retail Collections & Recovery
Borrower Handling & Negotiation
Field Collections
Delinquency/NPA Management
Settlement / OTS Follow-up
Promise-to-Pay Tracking
Collection MIS & Reporting
Documentation & Record Keeping
Basic understanding of recovery/legal processes
Strong communication and interpersonal skills
Result-oriented with ability to work against collection targets

Work arrangement
No