OACM would be responsible to drive portfolio performance according to targets allocated to agencies of their respective location
Ensure timely identification of Skips/Fraud/RTP Resolution
Adherence to settlement waiver rates
Formulating qualitative incentive plans with vendor for FOS to increase productivity and DRR
Timely review of vendors performance in respective location
Productivity
Monitor FOS / caller ACR as per portfolio requirement
Weekly field visit rhythm on segmented portfolio
Ensure monthly extraction rate / money collection targets are met
Compliance
Ensure proper documentation of customer interactions and raise alarms appropriately as per compliance procedures;
Daily real time update on Collect 24 by self and vendor team
Ensure adherence and timely upload of SVCL audit basis guidelines
OACM should continuously drive reduction in customer complaints
Like the SBIC ACM, the OACM would NOT have rights to collect cash/cheque from the customer
OACM may use alternate modes of payment collection
Cash/chq may only be collected by the designated field vendor NFTE (FOS)
DRA certification would be preferred; however, like the SBIC ACM, is not mandatory
