Customer Support Executive

Job Description: Assets Recovery Officer / Assets Recovery ExecutivePosition: Assets Recovery OfficerDepartment: Collections / Recovery / Asset ManagementLocation: [Insert Location]Reports To: Manager Assets Recovery / Head of CollectionsRole OverviewThe Assets Recovery Officer is responsible for tracing, securing, and recovering financed or leased assets from delinquent, defaulting, or absconding customers. The role ensures adherence to legal, regulatory, and company guidelines while minimizing loss and maximizing recovery value.Key Responsibilities1. Asset Tracing & VerificationTrace and identify the location of financed assets (vehicles, machinery, equipment, property, etc.).Conduct site visits to verify asset condition and availability.Use skip-tracing tools, field intel, and third-party agencies to locate missing assets.2. Recovery OperationsImplement recovery strategies for repossession of secured assets.Coordinate with field agents, repossession teams, and authorized vendors.Execute voluntary surrender or repossession of assets following legal compliance and company SOPs.Ensure safe, non-coercive, and compliant recovery practices.3. Customer Engagement & NegotiationContact customers to negotiate repayment, settlement, or voluntary surrender of assets.Provide clarity on dues, repossession implications, and available options.Maintain professional and courteous communication.4. Legal CoordinationWork closely with the legal team to initiate legal notices, arbitration, SARFAESI actions (if applicable), or civil/criminal proceedings.Support documentation, evidence collection, and case filing for legal recovery.5. Asset ManagementEnsure proper inventorying, valuation, inspection, and storage of recovered assets.Coordinate with valuation agencies and auction partners.Support sale or disposal of recovered assets to maximize recovery value.6. Reporting & ComplianceMaintain accurate records of field visits, customer interactions, and recovery actions.Prepare daily/weekly reports on recovery status and asset movement.Adhere to regulatory norms (e.g., RBI/MCA guidelines) and company policies.Skills & CompetenciesStrong knowledge of secured lending and asset-backed recoveryGood negotiation and communication skillsField operations experienceUnderstanding of repossession laws and compliance normsAbility to work with agencies and handle difficult situationsStrong documentation and reporting abilitiesBasic technical knowledge of vehicles/machinery is a plusEducation & ExperienceEducation: Graduate in any field; specialization in finance or law preferred.Experience: 1 6 years in assets recovery, vehicle repossession, secured collections, or field recovery.Experience in banks, NBFCs, vehicle finance, equipment leasing, or asset-management companies preferred.Key KPIsNumber/value of assets recoveredTAT for recovery operationsCost-to-recovery ratioCompliance adherence scoreAuction realization valueReduction in delinquency/NPA exposure Sector 32, Gurgaon