Story of the Week

Customer Service Is In Our DNA

Good decision comes from experience, and experience comes from bad decisions – A Worth Read

About Customer
Customer owns a company named Sri Arunathri Painters into existence for more than 10 years pioneer in painting and interior designing works and his name is Anandh Kumar. Sri Arunathri painters contracts the work in residential and commercial buildings.

Challenges Faced
The case goes like this…

– Customer is already a customer in one of the leading chit companies in India.
– His objective for joining the chit is to improve the business enhancement.
– The chit company in which he subscribed did not honor the commitment.
– The process was too complicated and the surety documents they demanded was way higher than the market standards.
– He did not get the money and had a bad experience.
– Kopuram is in good books to one of the customer’s sister.
– She referred Kopuram to Anandh through one of her contacts.
– And therefore, Anandh joined with Kopuram.

Solutions Offered
  Though customer is capable of subscribing higher end financial products of Kopuram, he subscribed for initial range of product to get good experience and make himself comfortable. Kopuram made the pre-sales process smooth in terms of login, enrollment and customer opted for monthly collection model. Collection happened seamlessly, committed date arrived, physical verification done, due-diligence of documentation done, amount processed and disbursed.

As they say, “Good decision comes from experience, and experience comes from bad decisions,” Kopuram gave a good experience to Anandh and as a result he subscribed for higher end products from himself as well as his wife.

Customer Says
I was introduced to Kopuram chits through one of my sisters. I received my prize money during Diwali last year. It helped me for my business to disburse a Diwali bonus to my employees at the right time. I have joined a bigger product and this prize money will be invested in one of my new business ventures. Customer service is good. I will definitely refer my acquaintance to join Kopuram chits.

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Job Description

Outlet Executive - I​

Experience: 3 - 4 Years

Qualification: Any Degree 

Roles and Responsibilities+

  • As the head of the function, defining and implementing the collection strategy for the company,
  • You will also have the ability and skill sets to liaise with law enforcement wherever needed.
  • Supports the development of the workforce plan for the collection function for creating a high performing team.
  • Manages and controls the operating framework for the collection function, provides guidance and support, ensures implementation and review of work processes in order to achieve high-performance standards and continuous improvement.
  • Conducts periodic meetings with Key partners to ensure business continuity and containment of losses.
  • Defines and designs strategic interventions to manage bounce rates, inflows, allocation and prioritization through segmentation.
  • Evaluates competition best practices and use the knowledge for defining or modifying collection processes and policies.
  • Defines and designs strategies to minimize NPA s and maximize recoveries.
  • Defines, designs and implement the collections process manual and standard operating procedures.
  • Builds and nurtures a culture of customer service-oriented collections.
  • Ensures compliance of people, processes and systems in the collections unit with regulatory norms and internal policies.
  • Uses Business process re-engineering to challenge status quo and improve efficiencies in collections processes.

Desired Candidate Profile

  • Must have 8 – 10 Years of Experience into Collection Segment
  • Must be good and capable of handling a team of 8 – 12 members
  • Well versed into Tamilnadu Locations
  • Must have a good credit profile
  • Through and detailed understandings of all brackets of collections
  • Must be targets and number driven
  • Working Experience into similar segment for more than 5 Years.

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