Daily Work Schedule

Morning – Start of Day

• Review the allocated account list.
• Check the recovery status of accounts.
• Plan visits based on account priority, overdue amounts, and EMI dates.
• Identify PTP commitments that need immediate follow-up.

During the Day – Field Activities

• Carry and show the ID card and authorisation letter.
• Follow up on repayments or obtain a PTP commitment with the amount and date.
• Record alternate contact details (address/phone) if voluntarily shared.

Evening – End of Day

• Update the outcome of every customer contact in the app.
• Report disputes, complaints, and critical cases to the Team Leader/Manager – Collections & Recovery.
• Prepare the priority follow-up list for the next day.

Key Responsibilities

• Receive SMA/NPA account details through the Salesforce app.
• Contact or visit borrowers/guarantors only between 8:00 AM and 7:00 PM, or as otherwise permitted by the Bank/regulators.
• Visit borrowers at their preferred location, or at their residence/business if no preference is given.
• Interact only with the borrower or guarantor. Do not contact their relatives or other contacts.
• Plan visits based on overdue amounts, account priority, and EMI dates.
• Carry and show the ID card and authorisation letter before interacting with customers.
• Explain outstanding dues, repayment schedules, and available payment options.
• Record Promise-to-Pay (PTP) commitments, including the date and amount, in the app and follow up on missed commitments.
• Update visit details, customer interactions, and follow-up records after every contact.
• Ensure all loan repayments are credited directly to the loan account. Do not collect cash from borrowers.
• Treat customers respectfully and follow fair and ethical recovery practices. Never use harsh methods.
• Coordinate with Team Leaders, Operations, and Bank officials to resolve cases.
• Follow RBI guidelines, SBI policies, and applicable regulations.