Business Analyst – Debt Collection Process

Experience: Minimum 2-3 years as a Business Analyst, preferably in the financial services or debt collection industryEducation: Graduate/Postgraduate in Business Administration, Finance, Data Analytics, or a related fieldTechnical Skills: Proficiency in data analysis tools, CRM systems, and visualization tools (Power BI, Tableau, etc.)

Key Responsibilities:

1. Process Analysis and Optimization:Analyze the end-to-end debt collection process to identify inefficiencies and recommend improvements.Develop workflows and process maps for various DPD buckets (Pre-due, 0-30, 31-60, etc.).Work with cross-functional teams to implement process enhancements.

2. Data Analysis and Reporting:Collect and analyze data on recovery performance, delinquency trends, and agent productivity.Generate actionable insights to guide decision-making for collections strategy.Create and maintain dashboards to track KPIs such as recovery rate, PTP adherence, and outstanding amounts.

3. Strategy Development:Collaborate with the Collections Head and other stakeholders to design data-driven strategies for debt recovery.Provide insights on customer behavior, payment patterns, and risk segmentation to inform targeted collection efforts.Support digital collections initiatives by analyzing campaign effectiveness and ROI.

4. Technology and Systems Support:Work with IT teams to enhance CRM systems and integrate new tools for process automation.Assist in implementing AI-driven solutions, such as conversational bots, for pre-due and overdue collections.Ensure proper data flow and system alignment between collection platforms, dialers, and MIS systems.

5. Performance Monitoring:Track and report on the effectiveness of recovery strategies across different channels (voice, digital, field).

Identify trends in non-payment and propose corrective measures for at-risk portfolios.Monitor the impact of legal and compliance activities, such as notices and settlements.

6. Stakeholder Collaboration:Act as a liaison between operations, legal, compliance, and digital teams to ensure alignment of collection efforts.Communicate findings and insights to senior management through presentations and detailed reports.Collaborate with external partners, such as outsourced agencies, to ensure data accuracy and goal alignment.

7. Risk and Compliance Monitoring:Conduct periodic analysis of high-risk accounts and recommend mitigation strategies.Ensure all process changes align with regulatory guidelines and company compliance policies.

Key Skills and Requirements:

Experience: 2-3 years as a Business Analyst, with experience in debt collection or financial services preferred.

Education: Graduate/Postgraduate in Business Administration, Finance, Data Analytics, or related field.

Technical Skills:Proficiency in data analysis tools (Excel, SQL, Python/R preferred). xperience with CRM systems and visualization tools like Power BI or Tableau.

Familiarity with collection tools, dialers, and automation platforms is a plus.

Analytical Skills:Strong ability to interpret complex data and translate it into actionable strategies.Problem-solving skills to address process inefficiencies and challenges.

Communication Skills:Excellent written and verbal communication to interact with stakeholders at all levels.Strong presentation skills for conveying insights effectively.

Work Ethic:Detail-oriented, proactive, and goal-focused.Ability to handle multiple priorities and meet tight deadlines.