01Overview
- Allocation of portfolio to vendor basis the past performance trend and FOS availability, creating adequate manpower capacity for the portfolio.
- Review cases with FOS / TL and work assignment basis the disposition code.
- Coordinating with agency resources and doing the call planning for better resolution, ensuring appropriate support to the agency on difficult cases.
- Receipt book & Repo kits allocation and auditing periodically
- Agency billing closure within 60 days of the work completed month.
- Ensuring prior approvals in repo cases & helping the agency manage repo related issues.
- Handling collection/repo related customer service issues/escalations.
- Coordinating with legal team for initiating legal actions against chronic defaulters & dealing with enforcement agencies in cases filed against BAFL by customers/third parties.
- BKT resolution with agency and FOs level need to be tracked & reviewed.
- Flow rates to next BKT needs to be restricted on the location you are handling.
- Remove the non-performing FOs and recruitment the fresh team and train as and when required.
- CRM queries needs to be closed as per the TAT assigned.
- RCU audit queries must be reverted before TAT and implementation of committed action at field level.
- Receipt book discrepancies needs to be discussed with agency and ensure no reoccurrence of such issues in field.
- HHT 100% utilization and report to be submitted to ACM / RCM on regular basis.
- HHT not working need to be informed to IT team for need of suppor
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