Manager - Loan Resolution Officer

Role: - Manager Retail Loan Resolution

• We are seeking a skilled Manager Retail Loan Resolution to oversee our Retail Loan Resolution department. The Manager - Retail Loan Resolution will be responsible for leading a team of Team leader -Retail loan resolution and Loan Resolution officer, developing strategies to maximize debt recovery, and ensuring compliance with all relevant regulations. The ideal candidate will have strong leadership abilities, excellent communication skills, and a proven track record in collections management.

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Responsibilities:

• Responsible for monthly targets, both for individual & a team of 5 Team lead - Retail Loan Resolution or 50 Loan Resolution Officer.

• Onboarding of Loan Resolution Officer and familiarise them about the role and Responsibilities

• Manage a portfolio of delinquent accounts & develop a thorough understanding by reviewing account, payment history, and any associated documentation to

determine the appropriate recovery strategy.

• Contact borrowers via phone, email, or written correspondence to discuss the outstanding amount and negotiate repayment options.

• Analyse and assess potential obstacles to payment recovery and develop creative solutions to overcome them.

• Persuasively explain the consequences of continued non-payment and encourage borrowers to fulfil their financial obligations

• Collaborate with internal departments, such as legal or collections, to escalate cases when necessary or explore alternative recovery options

• Address customer inquiries, concerns, and complaints promptly and professionally, providing accurate information and resolving issues to the best of your ability.

• Maintain accurate and up-to-date records of all interactions and actions taken with borrowers.

• Increase customer satisfaction through timely customer complaint redressal

• End to end co-ordination with the call centre teams, field collection agencies, credit teams, and operation teams, improvement of existing processes, customer dispute redressal.

• Identifying and implementing new solutions and to lead team with innovative ideas to bring best out of them.

• Campaign design and tracking on weekly basis

• Monitor team performance and provide coaching, training, and feedback to improve results.

• Review and improve day to day operations

• Initiatives to improve Promise to Pay (PTPs), contacts, conversions

• Tracking key metrics on daily basis -Contractibility, Promise to Pay (PTPs), Conversions

• Weekly team review to drive the collection in efficient manner

• Execute strategic priorities for the Retail Resolution team.

• Customer segmentation to drive contractibility and Touch Free (TF) conversion

Education, Experience & Skillset

• Bachelor's/master’s degree, preferably in commerce.

• 6+ years of experience in Service/Banking/NBFC, along with experience of managing a team of tele-callers will be preferable

• Proven experience in making outbound calls for customer support, collections, following up with prospects etc. with a strong focus on negotiation and problem-solving.

• Proficiency in using customer support software, databases, Ms - office, and Mobile applications

• Proficiency in communicating in Hindi, English plus any one of the languages (Telugu, Tamil, Kanada and Malayalam) .

• Familiarity with financial terms related to loan terms etc., along with related laws & regulations.

• Should have good listening Skills, along with ability to communicate clearly, professionally, and empathetically.
• Should be organized and having attention to details, to be able to handle multiple tasks & follow up
• Should be a problem solver, with an ability to negotiate with stakeholders.
• Should have strong bias for action & affirmative in nature.

About IARC

• International Asset Reconstruction Company (IARC) is a pioneer in the field of distressed debt resolution and is one of the earliest ARCs (Asset Reconstruction Companies) in India. With its strong franchise in distressed debt resolution, the company has established itself as one of the leading players in the industry. What sets IARC apart from other ARCs in India is its deep capability for managing retail portfolios. Overall, IARC is a company that is driven by excellence and is committed to providing its employees with the best working environment and growth opportunities. With its deep expertise in managing distressed debt and retail portfolios, the company is well positioned to continue to grow and succeed in the years to come.

Other Information

• We are an equal opportunity workplace and are an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status and we do not discriminate based on such characteristics, or any other status protected by the laws or regulations in the locations where we work.
• This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive

inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.