Team Leader-Tele Collections

Organizational Context

Key Aspects:

• Part of the Aditya Birla Capital Limited, Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9th July 2014 and has aggressive growth plans.
• ABHFL has grown at a steady rate while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of segments like Affordable and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market. and is poised for rapid growth and plans to grow 5X (40,000 Cr) in the next 5 years. This shall take ABHFL within the top 5 percentile of HFCs in the country. 
• The ABHFL Sales organization works broadly with 3 customer segments – retail (individual) customers, institutional customers (for retail and institutional loan consumers) and builders (for both retail tie-ups and construction finance), with a major share of the business coming from retail customers. Client segments can also be divided into Salaried and Self-employed, with both of these having very different preferences and needs.

Job Context

• Ensure proactive allocations of bouncing and non-banking cases to partner for Tele calling.
• Create Daily, weekly run rate to achieve target efficiency of 98% resolution and drive the same with partner end.
• Monitoring of agreed SLAs like TOS, ACW and other dialer matrices.
• Monitoring of partner billing and workforce management as per the approved FTE count.

Key Challenges

• Feedback sharing with Higher bucket on flow cases to arrest cases on priority 
• Tracking the Daily Payment updates in system with zero error 
• Payment track check in Banking file where we don’t have contact with customer over the Phone 

Enabling Skill Sets & Qualifications

• Collection experience in Housing Loan 
• Graduate 

PDM (Pre-Delinquency Management)

• Giving treatment of accounts before they miss payment on dues dates 
• Identification of data with help of Risk & trends of customer 
• Initiate the Digital modes like IVR, WhatsApp, SMS, Email to infirm customer about due dates 
• Reminder calling to customer before due dates regards maintaining funds in account 
• Sharing input to management on Bounce rate from PDM 

Data Slicing to understand the Bounce Ration from data

Involvement in High-risk high value cases 

• Profile understanding of every High risk and High POS accounts 
• Visit on High-Risk value case as well High POS account to understand the Business status, property status, current profile of customer 
• Stress account – Highlight to management 

Process improvement steps

• Process Map data Gathering. Gather data to supply a basis of process quality, timeliness & customer satisfaction.     
• Establish performance standards by Discussing Potential with team. 
• Survey tools to obtain the Important data from team. 
• Frequently feedback sharing with respective team members. 

Timely team recommendation needs to develop in system