Job Description
Job Purpose
1. New hire training - Responsible for Training of all new DRA's at the Location on behavioral skills to ensure better Brand representation.
2. Mandatory certification - To ensure all new joinees are IIBF certified within 90 days.
3. Improvise on knowledge levels and quality through re-training - To ensure DRAs are adequately skilled from regulatory and to better handle complaint prone instances.
4. Knowledge Evaluation - Roll out evaluation tests /mock sessions/role plays and benchmark against Scores and Attendance across various Tests / Checks conducted.
5. To ensure smooth conduct of inspections carried out by IIBF (Indian Institute of Banking and Finance) representatives during training programs across locations/ geographies.
6. Manage collection of proofs for training, exam dates, and certification of internally and externally trained candidates.
7. Written and Verbal communication Work with the DRAs to build their communication skills on the ground.
8. Complaint quality management through complaints RCA followed by feedback to DRA's.
9. Project management Be actively involved in Projects that involve reducing attrition rates and reduced Code of Conduct Violation instance.
10. Analyze reports, updates, errors percentage, trends across tests, monitoring, audits checks and focus on continuous improvement through training and coaching.
11. Report to Sr. management on DRA's /Location/agency level performance and design corrective steps to avoid repeat of error and step up improvement plan.
Desired Profile :
1. Overall understanding of the Retail business and a thorough knowledge of collection processes, tools and strategies.
2. Close familiarity and appreciation of key metrics including delinquency ratios, write-off, recoveries & Credit Loss.
3. Good understanding of query tools & logic for various MIS purposes, awareness of statistical tools and extrapolation techniques.
4. Prior experience in NBFC's/Banks in Collections is required Candidates with experience in training non graduates.
5. Should be willing to travel and interact with Collection Agencies staff