JOB DESCRIPTION

Job Purpose / Summary:

The Collection Officer is responsible for ensuring timely recovery of retail asset loan dues, controlling delinquencies, minimizing NPAs, and maintaining customer relationships while strictly adhering to Bandhan Bank policies, RBI guidelines, and ethical collection practices.

Key Responsibilities

1. Collection & Recovery Operations

• Achieve assigned monthly collection and resoluation targets across PL, Auto, TW, and CVCE portfolios.
• Handle early, mid, and late-stage delinquent accounts as allocated by the bank.
• Conduct field visits to customers for recovery and resolution of overdue amounts.
• Negotiate repayment plans, settlements, or restructuring as per approved bank norms.
• Ensure prompt follow-up on broken promises (PTPs).

2. Portfolio Management

• Monitor and control bucket movement (DPD) to prevent accounts from slipping into higher delinquency stages.
• Focus on NPA prevention and reduction, including recovery of written-off and loss assets where applicable.
• Maintain accurate and updated daily collection MIS and customer interaction records.
• Support repossession processes for Auto, TW, and CVCE loans in line with policy.

3. Customer Interaction & Relationship Handling

• Communicate professionally and courteously with customers during collection activities.
• Educate borrowers on loan terms, repayment schedules, and implications of defaults.
• Resolve customer issues by coordinating with Operations, Credit, and Customer Service teams.
• Ensure zero customer complaints related to harassment or unethical behavior.

4. Legal & Compliance Adherence

• Follow RBI Fair Practices Code, Bank’s Collection Policy, and Code of Conduct.
• Ensure proper documentation and handover for legal, arbitration, or recovery proceedings when required.
• Avoid any coercive, threatening, or non-compliant collection methods.

5. Field Intelligence & Risk Feedback

• Conduct borrower residence/business verification when required.
• Provide market and borrower-level feedback on:
  • Repayment behavior
  • Fraud or skip cases
  • Business viability for CVCE customers
• Assist in tracing absconding or skip customers.

6. Coordination & Reporting

• Coordinate with:
  • Branch teams
  • Credit & Risk teams
  • Legal and repossession agencies
• Submit periodic reports on:
  • Collections achieved vs target
  • Bucket-wise portfolio performance
  • Key risk accounts and recovery challenges

Experience / Skillset / Certifications Required:

· Minimum Graduate (any discipline)

· Postgraduate or professional qualification is an added advantage

· 1–5 years of experience in Retail Asset Collections in Banks / NBFCs

· Exposure to secured (Auto, TW, CVCE) and unsecured (PL) loan collections

· Freshers may be considered for junior roles with adequate training

Recommended By:

Approved By: