RM - Debt Service Management, West

Essential Services : Role & Location fungibility

At ICICI Bank, we believe in serving our customers beyond our role definition, product boundaries, and domain limitations through our philosophy of customer 360-degree. In essence, this captures our belief in serving the entire banking needs of our customers as One Bank, One Team. To achieve this, employees at ICICI Bank are expected to be role and location-fungible with the understanding that Banking is an essential service. The role descriptions give you an overview of the responsibilities, it is only directional and guiding in nature.

About the role

As a Relationship Manager Debt Service Management Group, you get an opportunity to manage the mapped retail customer portfolio with a critical 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 Bank Fair To Customer 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 critical 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 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: Generate business opportunities and offer financial solutions across the product spectrum.
• Data Analysis: Interpret customer data to identify pre-delinquency trends.
• Collaboration: Ability to collaborate with multiple internal groups to provide efficient services to the mapped clients in line with the principle of Fair to the Bank, Fair to the customer.

Qualifications & Skills

• Educational Qualification: MBA & Graduates with relevant work experience of 1-8 years in the area of relationship management across industries.
• Delinquency Analysis: Ability to analyse reports on delinquent accounts and report misused payments to the Credit Bureau.
• Customer Escalation Management: Ability to investigate and resolve complaints regarding incorrect debt collection attempts.
• Legal Knowledge: Knowledge of relevant legal requirements.
• Communication skill: Good oral and written communication skills.
• Awareness of regulations: Ability to assess the impact of policies, rules, and regulations on your portfolio.

About the Business Group

Debt 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 specific portfolios in the enterprise pool. The collection strategy depends on the stage of delinquency vis-a-vis the activities involved, which also includes the engagement of outsourced agencies for the 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.