Aug 2020 – Feb 2025 · 4 yrs 6 mos · New Delhi, Delhi, India · On-site

• Managing the Bucket X tele-calling approx. 70k Unique accounts for Digital Merchant Loans, Credit on Card, Gold Loans and D2R.
• Steering the allocation strategy of all products for both tele-calling.
• Maintain data for administrative work related to collection such as updating delinquent account history, providing and maintaining MIS report, reviewing of collection feedback on daily, weekly & monthly basis.
• Managing 30+ OGL Tele-calling where no field existence for all the products which includes the infra development, allocation strategy, regular performance review and agency management
• Managing and undertaking collections process for debts that have been assigned
• Regularly track the portfolio for specific buckets for the assigned area
• Track and control the delinquency of the area, Bucket-wise & DPD wise and focus on non-starters
• Allocate and achieve targets from agencies team.
• Regularly follow up with the High Value default customers
• Adherence to collection process and legal guidelines
• Tracing out absconded default customers and initiate recovery process

Aug 2019 – Aug 2020 · 1 yr

• Working as ACM- Rural in Haryana State in BKT X Product Consumer durable.
• Handing field collection team of 7 Collection Officers
• Articulating strategy, techniques & procedures to enhance performance
• Ensure to resolve customer issues timely and to the highest satisfaction level
• Tracking of Non-Starters Customers so that initiatives can be taken to reduce flow to higher buckets
• Committed to securing client payments and settling account matters through effective negotiations
• Responsible for the collection of debts prior to legal recovery proceedings commencing, negotiating payments/payment arrangements, handling debtor enquiries and provides administrative assistance to the team.

Jun 2018 – Aug 2019 · 1 yr 2 mos · Gurugram, Haryana, India · On-site

• Responsible for delivering Daily/ Weekly/ Monthly MIS / Reports
• Providing Customer Support for resolving issues / disputes
• Follow up with customers for pending dues
• Allocation of leads to the callers based on their performance and language
• Provide all kind of Collection Support to agencies
• Handling Allocation of PAN India
• Preparing MIS of agencies for daily target tracking
• Preparing Payouts of the agencies
• Coordinating with cross functional teams to get and give the required support related to daily operations Allocation of leads to the callers based on their performance and language
• Provide all kind of Collection Support to agencies
• Handling Allocation of PAN India
• Preparing MIS of agencies for daily target tracking
• Preparing Payouts of the agencies and taking follow-ups with finance for clearance
• Coordinating with cross functional teams to get and give the required support related to daily operations

May 2016 – Jun 2018 · 2 yrs 1 mo · Karnal, Haryana, India · On-site

• Working as Collection Associate in Karnal Zonal Office Reports to ZCM ( Location GT Karnal belt).
• Performance analysis: Analyzing the performance of Field Collection Agencies against collection targets, minimizing overdue outstanding, and providing feedback and action plans for improvement.
• Reporting: Sharing regular Collection MIS, Bad debt analysis, and DRR of Collection to enhance penetration and revenue.
• Handling Customer queries/supports and provides resolution with 100% accuracy.
• Co-ordination with FOS and resolves their all disputes timely
• CRM application: Handling CRM application queries to check customer details and tag customer issues.
• Corporate Accounts: Handling queries raised by Corporate Accounts to ensure timely resolution and clearance of dues.