Dilip Kumar Roy

Responsibilities :

• Taking Care of In-house Tele and field team.
• Taking Care to Bucket 3, 4 & 5
• Taking care of two outsourced agency.
• Managing delinquent customers and raise settlement.
• Implementing collection policies and procedures to avoid excessive outstanding credit.
• Ensuring that the company policy on recoveries is followed and that it is in line with state and federal regulations.
• Implementing deadlines for invoicing and payment collection.
• Audit of agency on every month and target setting.
• Manages the employees who collect the money.
• Handles complaints or difficult calls.
• Makes sure employees comply with company policies when contacting individuals and other companies to collect past due balances that they owe.
• Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact.
• Keeps up with changes in state and federal laws governing debt collections and makes sure employees receive training on any changes in laws.
• Makes sure the collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies.
• Monitors call reports to make sure collectors are making enough phone contacts each day.
• Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
• Tracks the rate of success of the entire process and continues to make adjustments when necessary.
• Trains new employees and holds training reviews for established employees.
• Performs audits of accounts that are in the system.
• Establishes quality control standards and maintains and enforces them over time.
• Negotiates payment arrangements and follows up to make sure the payments are made.
• Researches and locates missing information that is needed for the staff to perform their jobs at optimum levels.
• Authorizes financial settlements with people who owe large debts.

• Working as DM for Outbound Process in Tele Collection
• Outbound TEAM (170 advisors, 4 AM and 8 TL for collecting payments from defaulter customer)
• Managed East & West zone accounts with approximately accounts and POS value up to 108 cr
• Worked on skip tracked to find and collect delinquent accounts
• Taking care of bucket 1 to 7+, Tenure mature pool, Skip
• Write off, Reminder & Welcome
• Maintain client and process requirement
• Controlling shrinkage and attrition
• Administered delinquent account collections procedures
• Respond to customer issues and complaints in courteous manner
• Evaluated collections procedures to ensure compliance with regulations
• Reviewed scripts for collections calls and made necessary adjustments
• Prepared staff schedules and tracked employee performances
• Set monthly collections goals
• Prepared documentation of all collection activities
• Trained and supervised collection department staff
• Maintained database of account activity and noted delinquent accounts
• Formulating strategies for efficient management of collections
• Ensuring latest technology (fintech / AI) tools are explored and implemented to increase efficiency in collections
• Create various options / channels (online and offline payment) for customer for ease of making payment
• Efficient collection system / tool to better the efficiency of field collection staff and collection managers
• Ensure all reporting from the collection strategy are done regularly to management
• Marital Status : Single
• Hobbies : Cooking
• Ensure that regular MIS are prepared and circulated to stakeholders for understanding the quality of the portfolio
• Ensuring all collection related data are mined as per the logic defined
• Periodic analysis of collection data and sharing insight to management
• Provide insight and recommend to sale, credit and risk management basis the output of analysis for policy reviews and updates
• Ensuring automation of MIS's and reports for efficiency and accuracy
• Understanding of end-to-end collection process and changing dynamics
• Have excellent verbal, communication, and strong analytical and problem-solving skills
• Having knowledge of collection audits
• Allocation of accounts to call Centre and field agencies
• Partnering with new vendors / partners on collections Bringing tech enabled tools to increase collection efficiency
• Working as AM for Outbound Process in Tele Collection
• Outbound TEAM (50 advisors and 4 TL for collecting payments from defaulter customer)
• Managing TL on Daily Basis to maintain the Desired Number of Logins
• Supervising and ensuring that the team meets monthly targets of productivity, accuracy and touch time for the process as defined
• Interacting with manager and arranging meetings for process betterment
• Organizing various team-building activities that lead to highly motivated and energized team
• Monitoring the process with quality parameters and coordinating with the process quality analyst for the same
• Preparing Collection reports to know better with comparison of last 3 months
• Ensuring training needs for agents will meet and taking refresher trainings for those advisors who needed it
• Maintaining the Daily reports and MTD reports and Zonal Comparisons
• Generating IT tickets for resolving system and dialer related issues
• Offline payment receipt tracked and update with the help of credit and receipt team.

• Working as AM for Outbound Process in Tele Collection.
• Outbound TEAM (50 advisors and 4 TL for collecting payments from defaulter customer).
• Managing TL on Daily Basis to maintain the Desired Number of Logins.
• Supervising and ensuring that the team meets monthly targets of productivity, accuracy and touch time for the process as defined.
• Interacting with manager and arranging meetings for process betterment.
• Organizing various team-building activities that lead to highly motivated and energized team.
• Monitoring the process with quality parameters and coordinating with the process quality analyst for the same.
• Preparing Collection reports to know better with comparison of last 3 months.
• Ensuring training needs for agents will meet and taking refresher trainings for those advisors who needed it.
• Maintaining the Daily reports and MTD reports and Zonal Comparisons.
• Generating IT tickets for resolving system and dialer related issues.
• Offline payment receipt tracked and update with the help of credit and receipt team.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Held weekly team meetings to inform team members on company news and updates.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.