Alka Tiwari
Mumbai
Summary
Banking professional with 10 years of collections and portfolio management experience. Evaluate client needs and deliver appropriate financial solutions. Meet daily and monthly collection targets through consistent account follow-up. Manage credit portfolios, negotiate debt settlements, and implement financial recovery strategies.
Overview
1
1
Certification
9
9
years of professional experience
Work History
associate debt manager grade 1
IDFC Fiirst Bank
mumbai
08.2025 - Current
- Managed vendor relationships to ensure performance standards were met
- Monitored agency performance and addressed deficiencies to maintain service standards
- Ensured vendor compliance with established processes, including cash TAT and ID issuance
- Highlight integrity issues and recommend subsequent action in event of unethical practices being followed up vendors
- To ensure each & every interaction with customers is captured in the system through trails..
- Managed accounts receivable processes to optimize cash flow
- To derive optimum efficiency from team members through appropriate allocation strategies, effective load balancing and utilization of technical tools including collections systems and dialers
- Deliver on significant portfolio indicators and maximize Collection on Vintage wise for overall allocation
- Follow up on strategies on field for the portfolio managed.
- Ensure that the agency resources are optimally used w.r.t. the numbers of visits, contacts, ptp conversion ratio etc.
- Conducted performance reviews to identify areas for team productivity improvement
- Hold Frequent Review sessions / define review mechanism to ensure maximum data churn & ptp conversion.
- Account level reviews of cases tagged an “NC” , dispute, refused to pay, Expired etc.
- . Conduct field / Surprise visits on collectors for cases tagged as dispute, skip and high balance accounts which were marked as refused to pay
- Monitored compliance with bank process norms for customer commitments
- Ensure no commitments are given to customers which are not in line with the process norms laid down by the bank
- Ensure Training / refresher trainings for tele-calling team members at regular intervals to enhance negotiation skills thus improving collections efficiencies
- Manage escalations & ensure resolution to all cases
- Identified opportunities to enhance payment collections through digital channels.
Telecaller
TCS (Tata Consultancy Services)
Mumbai
09.2020 - 08.2025
- Collected EMI for mortgage portfolio and provided account information, highlighting benefits of timely payments while maintaining MIS and tracking team productivity through hourly call records.
- Handled recovery of credit from write-off cases and auto loan bucket 0 cases for AXIS retail banking flows, ensuring compliance with recovery protocols.
- Recorded detailed notes about each conversation in company database; facilitating future reference and improving customer engagement.
- Managed time effectively by scheduling daily call times based on peak hours or other factors.
- Delivered comprehensive training sessions for new employees to enhance their onboarding experience.
- Adhered to TCS compliance standards while engaging with clients to maintain regulatory integrity..
Junior Officer - Classic on Phone (Personal Banker)
HDB finance (HDFC)
Mumbai - Goregaon
04.2019 - 09.2020
- Managed HDFC bank accounts for clients in portfolio, ensuring accurate account maintenance and support.
- Financial advice regarding loans, investments and all other HDFC banking products.
- Managed home loan documentation and verification for HDFC finance customers
- Processed loan applications using HDB finance branch systems and records
- Opened CASA accounts and facilitated credit card sales to customers.
- Provided tailored advice to clients on HDFC Ergo health insurance plans to meet their individual needs.
- Updated and maintained customer records and finance reports in HDB systems, ensuring data accuracy and accessibility.
Team Leader - Telecaller and Recovery Agent (DRA)
Arnav Ventures for ICICI Bank
Mumbai - Borivali
06.2017 - 03.2019
- Led daily team operations for Arnav Ventures supporting ICICI Bank branch activities.
- Maintained excel sheets of customer details and EMI data, ensuring accurate records for tracking repayments.
- Facilitated weekly meetings with higher management to discuss team progress and align on objectives.
- Managed performance files of field executives to evaluate and enhance team effectiveness.
- Coordinated communication between customers,field executives, and managers.
Education
B.Com - Commerce and Accounts
St. Andrews College DDUGU
Gorakhpur01-2011
HSC-12th - Commerce
Central Academy School CBSE
Gorakhpur01-2008
SSC - General Education
CMS English High School
Dombivli, Thane01-2006
Skills
- Debt recovery strategies
- Collections optimization
- Customer negotiation management
- Vendor management
- Strategic planning
- Portfolio management
- Escalation management
- Dispute resolution
- Data analysis
- Management information systems
- Excel
- Team management
- Coordinating
- Detail orientation
- Negotiation skills
- Communication
Personal Information
Title: BANKING PROFESSIONAL
Certification
DRA -IIBF, Online- Mumbai, 07/2017
LANGUAGES
English, Bhojpuri, Hindi, Marathi
Accomplishments
- Accomplished banking professional around 10 years of experience,especially in IDFC First Bank to learn various strategies to cousell customers for recovery. Also at Tata Consultancy Services, specializing in portfolio management and customer financial solutions. Excelled in achieving and surpassing collection targets through exceptional communication skills and comprehensive product knowledge. Proficient in Excel, demonstrating a unique blend of analytical and interpersonal abilities to maximize client value.
Timeline
associate debt manager grade 1
IDFC Fiirst Bank
08.2025 - Current
Telecaller
TCS (Tata Consultancy Services)
09.2020 - 08.2025
Junior Officer - Classic on Phone (Personal Banker)
HDB finance (HDFC)
04.2019 - 09.2020
Team Leader - Telecaller and Recovery Agent (DRA)
Arnav Ventures for ICICI Bank
06.2017 - 03.2019
B.Com - Commerce and Accounts
St. Andrews College DDUGU
HSC-12th - Commerce
Central Academy School CBSE
SSC - General Education
CMS English High School