Collection Officer

ROLE OVERVIEW

CFM Asset Reconstruction Private Limited is looking for a Collection Officer – Retail Assets to support the growing retail stressed-asset portfolio.

The incumbent will be responsible for managing assigned borrower accounts, conducting regular follow-ups, facilitating recoveries and settlements, undertaking field visits, maintaining collection records, and coordinating internally for resolution of delinquent/stressed retail accounts.

The role requires a strong understanding of retail collections, borrower handling, negotiation, field recovery processes and documentation.

KEY RESPONSIBILITIES

1. Retail Collections & Recovery

• Manage an assigned portfolio of delinquent/stressed retail accounts and drive recovery against defined collection targets.
• Follow up with borrowers through telephone, email, written communication and field visits.
• Understand the borrower's repayment situation and work towards appropriate recovery/resolution.
• Ensure timely follow-up on outstanding dues, settlement commitments and payment arrangements.
• Track PTP (Promise to Pay) cases and ensure timely follow-up on commitments.
• Identify difficult or non-responsive accounts and escalate them appropriately.

2. Field Collections & Collections Agency Management

• Conduct borrower/residence/business visits wherever required for recovery and verification.
• Maintain proper records and visit reports for all field collection activities.
• Ensure collections are undertaken professionally and strictly in accordance with applicable policies, regulatory requirements and the organisation's code of conduct.
• Coordinate with empanelled collection/recovery agencies and allocate cases/accounts to agencies as per the defined allocation strategy.
• Monitor agency-wise allocations, collection performance, recovery efficiency and ageing of assigned cases.
• Track agency performance against agreed collection targets and regularly follow up on pending/non-moving cases.
• Review agency MIS, field visit updates, PTPs, recoveries and borrower feedback to ensure timely action on allocated accounts.
• Identify underperforming agencies or allocations and recommend reallocation/escalation of cases wherever required.
• Conduct periodic performance reviews with collection agencies and highlight key gaps, challenges and action items to the reporting manager.
• Ensure collection agencies and their representatives adhere to applicable regulatory requirements, internal policies, approved recovery practices and borrower conduct standards.
• Reconcile collection updates and ensure recoveries received through agencies are appropriately recorded and reported.

3. Settlement & Resolution

• Engage with borrowers to understand their financial position and explore feasible repayment/settlement options.
• Assist in preparation of settlement/OTS proposals based on discussions with borrowers and internal guidelines.
• Follow up on approved settlements and ensure adherence to agreed payment schedules.
• Escalate deviations, broken commitments and settlement defaults to the reporting manager.

4. Legal & Resolution Coordination

• Coordinate with the Legal and Resolution teams for accounts requiring legal action or further escalation.
• Provide required borrower information, collection history, visit reports and supporting documents for legal proceedings.
• Follow up on accounts under legal/recovery proceedings and support execution of the agreed resolution strategy.

5. MIS & Documentation

• Maintain accurate and updated records of borrower interactions, collection status, PTPs, recoveries and field visits.
• Update collection/recovery systems and trackers on a timely basis.
• Prepare daily/weekly/monthly collection MIS as required.
• Maintain appropriate supporting documentation for payments, settlements and borrower communications.
• Highlight high-risk, sensitive or critical accounts to the reporting manager.

6. Compliance & Customer Conduct

• Follow all applicable RBI guidelines, internal policies and fair-practice requirements while dealing with borrowers.
• Maintain professional and respectful communication during all borrower interactions.
• Ensure confidentiality of borrower and account information.
• Ensure that no unauthorized commitments or representations are made to borrowers.

REQUIRED QUALIFICATIONS & EXPERIENCE

• Graduate in any discipline. Commerce, Finance, Banking or related qualification preferred.
• 2–5 years of relevant experience in Retail Collections / Recovery / Stressed Assets / Retail Lending.
• Experience with Banks, NBFCs, ARCs, FinTech lenders or Collection/Recovery Agencies preferred.
• Exposure to secured retail loans such as Home Loans, LAP, Vehicle Loans and other retail lending products would be an advantage.
• Experience handling delinquent/NPA accounts and field collections is preferred.

REQUIRED SKILLS & COMPETENCIES

• Retail Collections & Recovery
• Borrower Handling & Negotiation
• Field Collections
• Delinquency/NPA Management
• Settlement / OTS Follow-up
• Promise-to-Pay Tracking
• Collection MIS & Reporting
• Documentation & Record Keeping
• Basic understanding of recovery/legal processes
• Strong communication and interpersonal skills

Result-oriented with ability to work against collection targets