Velocity - Collections Manager - Banking

We are looking for an experienced and technically savvy Collections Manager drive our customer delivery initiatives and maintain ongoing customer relationships. He/she should be able to own and implement Collection strategy, customer relations programs, contribute to onboarding and training clients as well as providing support.

Responsibilities

- Oversee all inbound and outbound communication channels (phone, email and social media) for quality check.

- Interview potential customers who are dropping out of the application funnel, find key reasons for such dropout and reduce the dropout

- Interpret the sources of friction, form customer insights and influence the Customer Experience Across The Entire Company.

- Track Customer complaints and answer such queries

- Participate in Voice of the Customer (VOC) research programs that capture both transactional and strategic feedback and provide actionable operational input on a routine basis.

- Demonstrate and foster a sense of urgency and entrepreneurial commitment towards delivering a WOW experience

Experience/Skills :

- 3-10 years of relevant experience in , Digital Collections, Customer relationship Management from Banks or Fintech or NBFC Space

- Strong communication and presentation skills

- Ability to work in a challenging environment and handle pressure

- Strong oral and written communication skills to deliver information in an easily understood manner. Ability to communicate with all levels of an organization comfortably

- Prior experience with consumer tech industry would be a plus