Kajal Gupta
Mumbai
Summary
Collection Officer with background in managing and resolving delinquent accounts in diverse industries. Strong experience in debt recovery ensures maximum possible returns for employers. Proficient communication skills, negotiation abilities and understanding of legal processes related to collections play a vital role in successful resolution of cases. Previous work resulted in improved collection efficiency and reduced outstanding debts.
Overview
6
6
years of professional experience
Work History
Collection Officer
BOBCARD (Formerly Known As Bob Financial)
Mumbai
03.2022 - Current
- Preparation of monthly synopsis in Microsoft Excel using Vlookup, Concatenate, Text to Column, Sub-Total, etc.
- Sending emails to Bank of Baroda and cardholder through Mail Merge. Also, contacting branches for Bob-Staff details.
- Coordinating with the PAN INDIA agencies for daily DRR, driving them to meet their target.
- Collection dues from delinquent customer/bank staff across all buckets.
- Ensuring the call center is maintaining the desired quality and sanity during the call and reporting to the Reporting Manager if any discrepancy is found or any development is required.
- Scheduling a digital campaign, such as SMS, IVR, and mail merge, to meet the TAT and monitor the performance to ensure business targets are delivered across the portfolio. SOFTWARE USED FOR DIGITAL CAMPAIGN :- SMS - Mesoka, IVR - Cisco, MAIL MERGE - Netcore.
- Regular follow-up with all the agencies and apprising the same to the Reporting Manager about their progress. Also, ensure the necessary communication with agencies, ensuring the reply to queries received from the agencies, which includes sharing of the statement. Scanned image, CIBIL Trigger Data, CIBIL Reports, etc.
- Co-ordinating with the other members of the Tele calling Team to ensure the number of calls ( daily, weekly / fortnightly which is essential to reach the targeted resolution, collecting the daily resolution reports from all tele-callers to submit the senior for necessary analysis.
Back Tech Executive
BOBCARD (Formerly Known As Bob Financial)
Mumbai
01.2019 - 03.2022
- Collection dues from delinquent customer/bank staff across all buckets.
- Managed high-value premier, VIP, and corporate customers' card accounts.
- Attended Freshdesk complaints, checked cardholder profiles, understood queries, and then sent a suitable reply/replies to satisfy the customer by resolving his/her query.
- Use to collate the daily resolution reports from all tele-callers to submit to the senior for necessary analysis.
- Timely resolution of cardholder disputes by coordination with various departments.
- Generation of Bob card statements through various software available in Bob cards for communicating to the cardholders.
- Monitoring cardholder profile by pulling CIBIL reports and also tracing skipped cardholders.
Education
MBA -
Welingkar Institute of Management Development And
Mumbai06-2024
T.Y.BCOM -
Smt. M.M.K College of Commerce & Economics
Mumbai03-2020
HSC -
Smt. M.M.K College of Commerce & Economics
Mumbai03-2017
SSC -
Duruelo Convent High School
Mumbai03-2015
Skills
- Performance Tracking
- Complaint resolution
- Mentoring
- Call Center Operations
- Staff Training
- Billing understanding
- Invoicing expertise
- Customer Service Management
- Script Writing
- Advanced computer skills
- Team leadership experience
- Campaign Development
Languages
English, Hindi
First Language
Declaration
I hereby declare that all the information given above is true and correct to the best of my knowledge. All the information shared in the resume is correct, and I take full responsibility for its correctness. I solemnly declare that the information in this resume is true to the best of my knowledge and belief
Timeline
Collection Officer
BOBCARD (Formerly Known As Bob Financial)
03.2022 - Current
Back Tech Executive
BOBCARD (Formerly Known As Bob Financial)
01.2019 - 03.2022
MBA -
Welingkar Institute of Management Development And
T.Y.BCOM -
Smt. M.M.K College of Commerce & Economics
HSC -
Smt. M.M.K College of Commerce & Economics
SSC -
Duruelo Convent High School
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