Debt-recovery, or collection, agents recover bad debts or late payments on credit accounts. They work as third-party agents on behalf of businesses in commercial and consumer collections. Debt-recovery agents also work for attorneys who collect debts on behalf of the original creditors, and they work for debt purchasers who buy bad debt from companies.

Debt-recovery agents try to persuade late- or non-payers to repay the amounts they borrowed. They might negotiate a lump-sum payment or a repayment plan. They also set up and maintain customer files and records of conversations and payments received. At times, they track down missing debtors by performing “skip tracing” activities. This involves combing through public records to find information that leads to the person's current address. Additionally, they might offer credit advice or refer the customer to a debt counselor.

Debt Collector Job Description

It's not everybody's idea of a pleasant way to make a living, but if you enjoy tough negotiations and don't mind chasing people for money, you could be cut out for a career in debt collecting. Employment of bill and account collectors was projected to grow by 14 percent between 2010 and 2020, which was exactly as fast as the average. occupations.

Qualities

Although debt collectors require a degree of diplomacy and some counseling skills when working on sensitive cases, especially when dealing with consumer accounts, they need to be dogged, hard negotiators if they're going to shine in this profession. The main purpose of a collector's role is to recover overdue money, and as many are paid according to how successful they are in doing so, shrinking violets who shy away from confrontation may not be well suited to the role.

Trace

Some collectors get involved with locating the owners of "runaway" accounts, although larger companies and collections agencies often employ specialist trace agents to fulfill this role. This job involves "skip chasing," or using resources such as credit bureaus, out-of-date address details, public tax information and the Internet to find debtors who have let their accounts fall into arrears and have gone AWOL.

Negotiate

Most debt collectors spend the majority of their time on the phone pursuing account holders who have fallen into arrears or defaulted on their credit agreements, although some also communicate by letter and e-mail. Their primary objective is to recover the full amount owed from each debtor in a single payment. If this isn't possible, they look to set up payment arrangements. Collections agents need to be able to explain the complexities of the credit agreements linked to the accounts they're working on. They also need to be able to help debtors who are in financial difficulties find ways of paying what they owe. This often involves going through customers' income and expenditures to look for areas in which they can make savings.

Compliance

It's imperative that debt collectors follow federal and state laws that govern their industry. These include ensuring they are speaking to a debtor on the phone before mentioning the reason for their call, and giving a statement that makes it clear they are calling from an in-house collections department or third-party debt agency. They must refrain from making threats or harassing debtors, and must never make false statements about the amounts owed, or the possible consequences of non-payment. Collectors with knowledge of industry law and best-practices may be more attractive to potential employers, although most new collections recruits receive training in the Fair Debt Collection Practices Act, as well as their state’s debt collection regulations.

 

The Securitisation and Reconstruction of Financial Assets and Enforcement of Security Interest Act, 2002 (also known as the SARFAESI Act) is an Indian law. It allows banks and other financial institution to auction residential or commercial properties to recover loans.^[1] The first asset reconstruction company (ARC) of India, ARCIL, was set up under this act.

Under this act secured creditors (banks or financial institutions) have many right for enforcement of security interest under section 13 of SARFAESI Act, 2002. If borrower of financial assistance makes any default in repayment of loan or any installment and his account is classified as Non performing Asset(NPA) by secured creditor,then secured creditor may require before expiry of period of limitation by written notice to the borrower for repayment of due in full within 60 days by clearly stating amount due and intention for enforcement. Where he does not discharge dues in full within 60 days, THEN WITHOUT INTERVENTION OF ANY COURT OR TRIBUNAL Secured creditor may take possession (including sale,lease,assignment) of secured asset, or takeover management of business of borrower or appoint manager for secured asset or without taking any of these action may also proceed against guarantor or sell the pledged asset, if any.

The law does not apply to unsecured loans, loans below 100,000 or where remaining debt is below 20% of the original principal. This law allowed the creation of asset reconstruction companies (ARC) and allowed banks to sell their non-performing assets to ARCs. Banks are allowed to take possession of the collateral property and sell it without the permission of a court.

 

RBI Guideline;

Recovery Agents engaged by banks

Please refer to the paragraph 172 and 173 of the mid-term review of the Annual Policy for the year 2007-08, a copy of which is enclosed. In view of the rise in the number of disputes and litigations against banks for engaging recovery agents in the recent past, it is felt that the adverse publicity would result in serious reputational risk for the banking sector as a whole. A need has therefore arisen to review the policy, practice, and procedure involved in the engagement of recovery agents by banks in India. In this backdrop, Reserve Bank issued draft guidelines which were placed on the web-site for comments of all concerned. Based on the feedback received from a wide spectrum of banks / individuals / organizations, the draft guidelines have been suitably revised and the final guidelines are as follows:

Engagement of Recovery Agents

2. Banks are advised to take into account the following specific considerations while engaging recovery agents:

(i) ‘Agent’ in these guidelines would include agencies engaged by the bank and the agents/ employees of the concerned agencies.

(ii) Banks should have a due diligence process in place for engagement of recovery agents, which should be so structured to cover, among others, individuals involved in the recovery process. The due diligence process should generally conform to the guidelines issued by RBI on outsourcing of financial services vide circular DBOD.No.BP.40/ 21.04.158/ 2006-07 dated November 3, 2006. Further, banks should ensure that the agents engaged by them in the recovery process carry out verification of the antecedents of their employees, which may include pre-employment police verification, as a matter of abundant caution. Banks may decide the periodicity at which re-verification of antecedents should be resorted to.

(iii) To ensure due notice and appropriate authorization, banks should inform the borrower the details of recovery agency firms / companies while forwarding default cases to the recovery agency. Further, since in some of the cases, the borrower might not have received the details about the recovery agency due to refusal / non-availability / avoidance and to ensure identification, it would be appropriate if the agent also carries a copy of the notice and the authorization letter from the bank along with the identity card issued to him by the bank or the agency firm / company. Further, where the recovery agency is changed by the bank during the recovery process, in addition to the bank notifying the borrower of the change, the new agent should carry the notice and the authorization letter along with his identity card.

(iv) The notice and the authorization letter should, among other details, also include the telephone numbers of the relevant recovery agency. Banks should ensure that there is a tape recording of the content / text of the calls made by recovery agents to the customers, and vice-versa. Banks may take reasonable precaution such as intimating the customer that the conversation is being recorded, etc.

(v) The up to date details of the recovery agency firms / companies engaged by banks may also be posted on the bank’s website.

(vi) Where a grievance/ complaint has been lodged, banks should not forward cases to recovery agencies till they have finally disposed of any grievance / complaint lodged by the concerned borrower. However, where the bank is convinced, with appropriate proof, that the borrower is continuously making frivolous / vexatious complaints, it may continue with the recovery proceedings through the Recovery Agents even if a grievance / complaint is pending with them. In cases where the subject matter of the borrower’s dues might be sub judice, banks should exercise utmost caution, as appropriate, in referring the matter to the recovery agencies, depending on the circumstances.

(vii) Each bank should have a mechanism whereby the borrowers' grievances with regard to the recovery process can be addressed. The details of the mechanism should also be furnished to the borrower while advising the details of the recovery agency as at item (iii) above.

Incentives to Recovery Agents

(viii) It is understood that some banks set very stiff recovery targets or offer high incentives to recovery agents. These have, in turn, induced the recovery agents to use intimidatory and questionable methods for recovery of dues. Banks are, therefore, advised to ensure that the contracts with the recovery agents do not induce adoption of uncivilized, unlawful and questionable behaviour or recovery process.

Methods followed by Recovery Agents

(ix) A reference is invited to (a) Circular DBOD.Leg.No.BC.104/ 09.07.007 /2002-03 dated May 5, 2003regarding Guidelines on Fair Practices Code for Lenders (b) Circular DBOD.No.BP. 40/ 21.04.158/ 2006-07 dated November 3, 2006 regarding outsourcing of financial services and (c) Master Circular DBOD.FSD.BC.17/ 24.01.011/2007-08 dated July 2, 2007 on Credit Card Operations. Further, a reference is also invited to paragraph 6 of the 'Code of Bank's Commitment to Customers' (BCSBI Code) pertaining to collection of dues. Banks are advised to strictly adhere to the guidelines / code mentioned above during the loan recovery process.

Training for Recovery Agents

(x) In terms of Para 5.7.1 of our Circular DBOD.NO.BP. 40/ 21.04.158/ 2006-07 dated November 3, 2006on guidelines on managing risks and code of conduct in outsourcing of financial services by banks, banks were advised that they should ensure that, among others, the recovery agents are properly trained to handle with care and sensitivity, their responsibilities, in particular aspects like hours of calling, privacy of customer information etc.

(xi) Reserve Bank has requested the Indian Banks’ Association to formulate, in consultation with Indian Institute of Banking and Finance (IIBF), a certificate course for Direct Recovery Agents with minimum 100 hours of training. Once the above course is introduced by IIBF, banks should ensure that over a period of one year all their Recovery Agents undergo the above training and obtain the certificate from the above institute. Further, the service providers engaged by banks should also employ only such personnel who have undergone the above training and obtained the certificate from the IIBF. Keeping in view the fact that a large number of agents throughout the country may have to be trained, other institutes/ bank’s own training colleges may provide the training to the recovery agents by having a tie-up arrangement with Indian Institute of Banking and Finance so that there is uniformity in the standards of training. However, every agent will have to pass the examination conducted by IIBF all over India.

Taking possession of property mortgaged / hypothecated to banks

(xii) In a recent case which came up before the Honourable Supreme Court, the Honourable Court observed that we are governed by rule of law in the country and the recovery of loans or seizure of vehicles could be done only through legal means. In this connection it may be mentioned that the Securitisation and Reconstruction of Financial Assets and Enforcement of Security Interest Act, 2002 (SARFAESI Act) and the Security Interest (Enforcement) Rules, 2002 framed there under have laid down well defined procedures not only for enforcing security interest but also for auctioning the movable and immovable property after enforcing the security interest. It is, therefore, desirable that banks rely only on legal remedies available under the relevant statutes while enforcing security interest without intervention of the Courts.

(xiii) Where banks have incorporated a re-possession clause in the contract with the borrower and rely on such re-possession clause for enforcing their rights, they should ensure that the re-possession clause is legally valid, complies with the provisions of the Indian Contract Act in letter and spirit, and ensure that such repossession clause is clearly brought to the notice of the borrower at the time of execution of the contract. The terms and conditions of the contract should be strictly in terms of the Recovery Policy and should contain provisions regarding (a) notice period before taking possession (b) circumstances under which the notice period can be waived (c) the procedure for taking possession of the security (d) a provision regarding final chance to be given to the borrower for repayment of loan before the sale / auction of the property (e) the procedure for giving repossession to the borrower and (f) the procedure for sale / auction of the property.

Use of forum of Lok Adalats

(xiv) The Honourable Supreme Court also observed that loans, personal loans, credit card loans and housing loans with less than Rs.10 lakh can be referred to Lok Adalats. In this connection, banks' attention is invited to Circular DBOD.No.Leg.BC.21/09.06.002/2004-05 dated August 3, 2004 wherein they were advised to use the forum of Lok Adalats organized by Civil Courts for recovery of loans. Banks are encouraged to use the forum of Lok Adalats for recovery of personal loans, credit card loans or housing loans with less than Rs.10 lakh as suggested by the Honourable Supreme Court.

Utilisation of credit counsellors

(xv) Banks are encouraged to have in place an appropriate mechanism to utilise the services of the credit counsellors for providing suitable counselling to the borrowers where it becomes aware that the case of a particular borrower deserves sympathetic consideration.

Complaints against the bank / its recovery agents

3. Banks, as principals, are responsible for the actions of their agents. Hence, they should ensure that their agents engaged for recovery of their dues should strictly adhere to the above guidelines and instructions, including the BCSBI Code, while engaged in the process of recovery of dues.

4. Complaints received by Reserve Bank regarding violation of the above guidelines and adoption of abusive practices followed by banks’ recovery agents would be viewed seriously. Reserve Bank may consider imposing a ban on a bank from engaging recovery agents in a particular area, either jurisdictional or functional, for a limited period. In case of persistent breach of above guidelines, Reserve Bank may consider extending the period of ban or the area of ban. Similar supervisory action could be attracted when the High Courts or the Supreme Court pass strictures or impose penalties against any bank or its Directors/ Officers/ agents with regard to policy, practice and procedure related to the recovery process.

5. It is expected that banks would, in the normal course ensure that their employees also adhere to the above guidelines during the loan recovery process.

Periodical Review

6. Banks engaging recovery agents are advised to undertake a periodical review of the mechanism to learn from experience, to effect improvements, and to bring to the notice of the Reserve Bank of India suggestions for improvement in the guidelines.

Debt-Recovery Agent Jobs

Debt-recovery, or collection, agents recover bad debts or late payments on credit accounts. They work as third-party agents on behalf of businesses in commercial and consumer collections. Debt-recovery agents also work for attorneys who collect debts on behalf of the original creditors, and they work for debt purchasers who buy bad debt from companies.

Qualifications

To become a debt-recovery agent, you must have at least a high school diploma and a rudimentary knowledge of bookkeeping. Computer literacy and courses in accounting and communications are helpful, and some employers may require a college degree. Debt-recovery agencies typically provide several months of on-the-job training. During training, the collector gains familiarity with the Fair Debt Collection Practices and the Health Insurance Portability and Accountability acts, along with information about the business and industry. Debt collectors must have a valid driver's license because they sometimes visit the debtor's home or offices to collect payments.

Duties

Debt-recovery agents try to persuade late- or non-payers to repay the amounts they borrowed. They might negotiate a lump-sum payment or a repayment plan. They also set up and maintain customer files and records of conversations and payments received. At times, they track down missing debtors by performing “skip tracing” activities. This involves combing through public records to find information that leads to the person's current address. Additionally, they might offer credit advice or refer the customer to a debt counselor.

Skills

You must have excellent communication and negotiation skills to be a successful debt collector. You must be organized and methodical to keep track of the borrower's situation and help you recover the most money for your company. You'll need to explain financial, regulatory and procedural matters firmly and clearly. You will also need to have an assertive but tactful demeanor and be skilled at consumer relations. The ability to work under pressure and adhere to deadlines is essential. Administrative and computer skills are also critical, and at times, companies require knowledge of more than one language.

Hours and Pay

In most jobs, you'll work in an office or a call center. As a field collector, you might visit clients at their homes or businesses. Many debt-recovery agents work as part of a team in eight-hour shifts that might include Saturday and Sunday hours, which are good times to reach customers at home. The median annual income for collectors in 2010 was $31,310, according to the Bureau of Labour Statistics.

Career Opportunities

Debt collectors can expect to see an increase of 14 percent in available jobs from 2010 to 2020, although technological advances that boost collection efficiency will slow this job growth, according to the BLS. Some companies will outsource collection activities to countries with lower labor costs, and this will also reduce the number of available U.S. collection jobs. Collectors in the medical industry have good prospects as the cost of health care rises. Credit card companies also sell their debts to third-party agencies, resulting in job openings in these companies