Recovery Officer

Description:

As a Senior Recovery Officer at BaadMay, your primary focus will be on direct customer engagement through tele-calling, aiming to recover outstanding payments efficiently. This role is crucial in managing delinquent accounts and ensuring timely resolution, contributing to the financial stability and growth of our company.

Key Responsibilities

⁃ Customer Outreach: Proactively contact customers via phone calls, SMS, and emails to recover overdue payments, ensuring a professional and empathetic approach.

⁃ Recovery Strategy: Develop and implement effective recovery strategies tailored to B2C scenarios to reduce non-performing loans (NPLs) and minimize default rates.

⁃ Customized Recovery Plans: For the portfolio assigned to you, design and execute detailed recovery plans for delinquent accounts, considering individual customer circumstances and risks. Analyze customer profiles and payment histories to identify patterns and trends leading to defaults. Use these insights to create targeted recovery plans

⁃ Customer Relations: Use a customer-focused approach to negotiate repayment terms, resolve disputes, and maintain positive relationships, ensuring customer satisfaction even in challenging situations ⁃ Performance Monitoring: Regularly assess the effectiveness of recovery strategies, making necessary adjustments to improve outcomes. Use performance metrics to guide strategy refinements.

⁃ Collaboration: Work closely with internal teams, such as Collections, Customer Support, and Operations, to align recovery efforts with overall company goals.

⁃ Compliance: Ensure that all recovery activities adhere to relevant laws, regulations, and industry best practices.

Requirements

⁃ Tele-calling Experience: Proven experience in recovery management with a strong background in tele-calling, specifically in a B2C environment.

⁃ Analytical Skills: Strong analytical abilities to interpret customer data and develop actionable recovery strategies.

⁃ Communication Skills: Excellent communication and negotiation skills, with a focus on engaging effectively with customers over the phone.

⁃ Organizational Skills: Ability to manage multiple priorities, deadlines, and high volumes of work with minimal supervision.

⁃ Compliance Knowledge: Understanding of relevant laws and regulations related to debt recovery.