Anil Pallapati

American Express Credit Cards - Recovery

• Conducted regular performance reviews with direct reports.
• Managed daily workflow of team members to meet organizational goals.
• Provided guidance to junior staff members on how to handle difficult customer situations.
• Trained new staff members on proper collection techniques, policies, and procedures.
• Monitored team performance metrics such as conversion rate, average time to collect payment.
• Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
• Implemented staff bonus program, resulting in increase in employee satisfaction.
• Analyzed competitors to facilitate Collections growth.
• Preparing MIS Report to track the work progress.

American Express Credit Card - Recovery

• Gathered and analyzed financial information from clients to determine the best payment plan for them.
• Reviewed unpaid accounts to identify any potential fraud or abuse of services.
• Followed up with debtors until full payment was received or an alternate arrangement was made.
• Maintained accurate records of all collection activities and documented conversations with customers.
• Established positive relationships with customers through effective communication skills.
• Negotiated repayment plans with customers, using tactful communication skills to ensure customer satisfaction.
• Participated in training sessions designed to improve knowledge of applicable laws governing the industry.
• Communicated with clients to provide updates on account recovery status.

Portfolio - RBL Bank

• Reviewed customer payment arrangements for appropriateness based on account history.
• Provided guidance and direction to employees on proper collection techniques that adhered to company policy.
• Researched customer account information using available resources such as credit bureaus or online databases.

Portfolio - ICICI Bank Credit Cards 1800+

• Developed customer relationships through active listening, understanding their needs, and providing appropriate solutions.
• Prepared reports summarizing collection activity for management review.
• Negotiated payment plans with customers to ensure timely repayment of debt.
• Attended weekly meetings with internal departments to discuss progress on collections efforts.
• Utilized skip tracing techniques including phone calls, internet searches and databases.
• Developed collection methods to achieve or exceed company financial goals.