Customer Retention Officer

Role Overview and Responsibilities

The Customer Retention Officer (CRO) position is primarily focused on managing Non-Performing Assets (NPA) clients and providing support to customers with loan repayments delayed between 31 to 90 days past due. The CRO is expected to independently engage with these arrear members to facilitate repayment, clear outstanding dues, or assist with loan closure processes.

• Conduct personal visits to clients on their agreed Promise to Pay (PTP) dates to ensure compliance and encourage repayment.
• Promote digital payment methods by encouraging customers to use platforms such as the Sampark App, SMS payment links, or Bharat Bill Payment System (BBPS).
• Educate clients about the significance of the Credit Bureau report, the consequences of loan defaults, and advantages such as eligibility for higher loan amounts resulting from timely repayments.
• Issue electronic receipts for every arrear payment collected to maintain transparent records.
• Reconcile branch cash holdings with collection summaries from the Sampark App to ensure accuracy.
• Submit collected cash and the daily collection report to the Branch Cash Manager (BCM), retaining copies for personal reference.
• Update collection statuses, disposition details, and PTP dates in the Sampark or relevant Collection App after client interactions.
• Send digital payment links through the Sampark App to clients willing to make payments online.

Additional Information

This role involves regular physical visits to customers for collection activities and requires maintaining comprehensive documentation for accountability. Interested applicants can forward their resumes to Ms. Cassia at the provided contact number.