Debt Manager

Job Description

• Relationship Manager Debt Service Management Group
• Category: Relationship Management
• Job Level: Entry-level Managerial
• Job Type: Full Time
• Experience: 1-8 Years
Job HighlightsAbout the roleAs a Relationship Manager Debt Service Management Group you get an opportunity to manage the mapped retail customer portfolio with a key focus on pre-delinquency management using data and technology and timely recovery of legitimate dues in cases of default. This requires a flair for building a relationship with the customer while adhering to the Fair To Customer Fair To Bank philosophy in every customer engagement, and also managing the channels being used for collections. You are expected to have fair market and customer portfolio insights and relay information back to stakeholders for the maintenance of a healthy portfolio and the implementation of process changes. Different products require a distinguished style of servicing; hence, it becomes imperative to have a good understanding of all the product features. Once an account is deemed an NPA, you will need to chart out the legal course of action while adhering to all audit and compliance guidelines. Another key aspect of the job is to maximize payments through the digital channel and offer any financial solution required by the customer through collaboration with teams at ICICI Bank.Key Responsibilities
• Collection /Recovery:Efficient and timely collection of delinquent dues; administration of legal recourseCollection /Recovery:Efficient and timely collection of delinquent dues; administration of legal recourse Customer Relationship:Understand customer portfolio, customer behaviour and repayment cycle; meet customers frequentlyCustomer Relationship:Understand customer portfolio, customer behaviour and repayment cycle; meet customers frequently Channel Management:Manage efficiency of distribution channels comprising of agencies, call centers and feet on streetChannel Management:Manage efficiency of distribution channels comprising of agencies, call centers and feet on street
• Collection /Recovery:Efficient and timely collection of delinquent dues; administration of legal recourse
• Customer Relationship:Understand customer portfolio, customer behaviour and repayment cycle; meet customers frequently
• Channel Management:Manage efficiency of distribution channels comprising of agencies, call centers and feet on street
• 360 degree-banking solutionsGenerate business opportunities and offer financial solutions across the product spectrum360 degree-banking solutionsGenerate business opportunities and offer financial solutions across the product spectrum Data Analysis:Interpret customer data to identify pre-delinquency trendsData Analysis:Interpret customer data to identify pre-delinquency trends Behold our values:Ensure, Fair to Customer and Fair to Bank philosophy in every customer engagement. Behold our values:Ensure, Fair to Customer and Fair to Bank philosophy in every customer engagement.
• 360 degree-banking solutionsGenerate business opportunities and offer financial solutions across the product spectrum
• Data Analysis:Interpret customer data to identify pre-delinquency trends
• Behold our values:Ensure, Fair to Customer and Fair to Bank philosophy in every customer engagement.
• Awareness of regulations Ability to assess the impact of policies, rules, and regulations on your portfolio
• Educational QualificationMBA/PGDM with a minimum of 1 year & Graduate with a minimum 3 years of experience in the area of relationship management.
• Communication SkillsDemonstrate strong communication skills in negotiation and conflict resolution.
• Customer Escalation ManagementAbility to investigate and resolve complaints regarding incorrect debt collection attempts
• Legal KnowledgeKnowledge of relevant legal requirements.
Key Qualifications & Skills
• Delinquency AnalysisAbility to analyse reports on delinquent accounts and report misused payments to the Credit Bureau
• Compliance with Conscience
• Emotional Intelligence to empathize with genuine customer concerns
• Good negotiation skills combined with clear communication and articulation
• A solution- and relationship-oriented approach
Few Success Factors
• Relaying customer feedback to improve product offerings
• Analyzing delinquent customers to derive patterns & trends and relay for policy changes/revamp
About the Business groupDebt Service Management Group (DSMG) is a dedicated unit in the Bank responsible for the collection of impaired debts from retail customers, including those in rural areas and certain portfolios in the enterprise pool. The collection strategy depends on the stage of delinquency vis-a-vis the activities involved, which also include the engagement of outsourced agencies for effective recovery of dues from the customers.Primary tools of collection used by the Bank are tele-calling, field collections through agencies, set-off through Debit, digital collection, possessions of assets, sale of possessed assets, exit through settlement and legal actions for the enforcement of security and/or recovery of dues.FAQsIs banking experience a necessity for this role Certainly not. We are welcoming diverse minds with a knack for understanding trade products and solutions that affect customers positively. Nevertheless, the obsession with creating a delightful customer experience is a necessity.Is understanding of banking required to apply for this role While we do not necessarily look for in-depth banking knowledge, we would certainly be pleased to meet candidates who appreciate our responsibility as custodians of our customers wealth and the standards that we set in our pursuit to earn and maintain their trust.Can a fresher apply for the role of Relationship Manager in debt collection MBAs/graduates with 1 to 8 years of experience can apply for this role. We welcome applicants with experience in sales and relationship profiles from other sectors than banking as well.Will experiences other than Debt Management be considered We evaluate our applicants experience and skills holistically. We do not discount any experience that meet our passion to create delightful customer experience. An orientation to engage with customers and build meaningful relationships is a key factor we look for. We welcome applicants from non-banking industries as well.What products does a Relationship Manager in debt collections manage They are responsible for the collection and debt servicing of delinquent customers for various banking products like Home Loans, Personal Loans, Two-Wheeler Loans, Car Loans, Credit Cards etc.Does this role involve sales While the role primarily revolves around collection and debt servicing, individuals are encouraged to do cross sales of different products of the Bank.Does this role involve field work Yes, the Relationship Manager is required to visit different customers of the Bank and ensure a positive customer experience.Is this a team-handling role Our Relationship Managers work in synergy with many internal and external stakeholders. Largely, this role is full of individual contribution with a focus on collaboration, at times team-handling responsibility may be entrusted with depending on the business needs.What are the key deliverables of the role A few of the key deliverables of the role include:
• Engage with delinquent customers for the collection of legitimate dues
• Manage the various channels and partners used for debt servicing
• Ensure compliance with the laid-down processes by the regulators and the Bank for debt servicing
• Provide timely feedback to superiors on market dynamics and scenarios to enable business decisions
• Ensure the collection of payments from the clients on time
• Ensure positive customer service experience in the process of collections and ensure high standards of customer service
What is the selection process We are a proud equal opportunity employer. Post receiving your application, we shall duly evaluate your profile against the job demands. If shortlisted, we shall invite you for an interview to better understand your experience and skill set. While you spare us the time to shortlist your profile for interview, please be mindful of keeping your profile at ICICI Careers updated with your latest resume, photograph, and online declaration.

Keyskills :
debt collectioncollectionsretentionrecoverycollection managementdebt recovery