Collection Agency Coordinator - Nahur Navi Mumbai

Key Responsibilities:

· Allocate & rebalance portfolios to agencies; publish daily Feeds (Not Connected/Failed PTP/High Propensity).

· Track promise-to-pay (PTP), broken PTP, contactability, CE% (collection efficiency) & roll rates; drive huddles.

· Verify field visits: route plans, geo-tags, app usage; escalate non-contactables/skip-trace cases.

· Ensure scripts/compliance: DRA coverage, ID cards, consent, call masking, no cash collection, receipt trails.

· Run weekly performance reviews; recommend penalties/bonuses per annexure.

· Manage legal pipeline hand-offs (61+ DPD): default notices, Sec-138, arbitration, settlements.

· Coordinate digital nudges (SMS/WhatsApp/IVR/bot), Razorpay/UPI links, and payment reconciliation with LMS.

· Maintain DLT templates, audit logs, and grievance/RCU escalations.

· Vendor hygiene: onboarding docs, SLAs, payouts, dispute resolution.

Must-Have Skills/Experience:

· 2–5 years in agency coordination for unsecured/micro-lending or cards.

· Strong Excel/Sheets (VLOOKUP/XLOOKUP, Pivot, COUNTIFS, UNIQUE, date/DPD math), basic SQL a plus.

· Hands-on with dialers (predictive/progressive/GSM), field apps, WhatsApp Business/API, payment links.

· DRA trained (preferred). Fluent in English + at least one regional language.

· Process-first, tough but fair stakeholder management, data-driven.

Compensation:

Coordinator band: ₹4–5 LPA (city & experience dependent). Incentive: 0.1–0.2% of agency net recoveries for assigned buckets, gated by compliance score.