FALGUNI KHATUA

• Leading a team of over 144 executives through 12 Team Leaders to achieve repay rate targets for unsecured personal loan via 15 digital applications for DPD 1-30 (S0, S1, S2, S3 & S4)
• Responsible for a daily average recoverable amount of 20 Million+ culminating to a monthly total of INR 600 million recoverable amount
• Steward for ensuring compliance and quality standards within own span are met and adhered, search & highlight process gaps and improvement areas
• Created detailed functional requirements from day-to-day operations and facilitated their implementation
• Setting payment collection targets for the team leaders and tele callers
• Generating daily and hourly reports to drive performance, mentoring under performers, replicating best practices
• Maintaining the report of daily new allocation cases vs complete cases
• Ensuring the set targets should be met as per the set KPI & KRA
• Responsible for timely coaching & training for the team members
• 2nd level screening during recruitment at executive and team leader level.

* Managing Entire Early Warning Signal ( EWS) Across all the products (Secured & Unsecured)

* Data Analysis & Risk Segmentation on the overall book.

* Managing Entire Digital Collections ( Secured & Unsecured Product) on the overall book.

* Consumer & SME Loan ( BL,TW,PL & UC)

* Managing Bucket X

* Call - Center Management

* Managing Bounce & Penal Charges Collection

* Service Provider & Vendor Management, On-boarding & Audit

* E-Mail, SMS & IVR Template Designing

* Audit & Compliance Related Material Designing

• Maintain thorough knowledge of the product & offerings in order to accurately answer all questions and effectively recommend correct product & offerings
• Actively convert calls into lead through predictive and manual dialing
• Compiling working lists of prospective customers for use as a lead
• Establish new customer accounts by checking eligibility & credit score of the customer
• Built customer loyalty by placing follow up calls for customers who reported issues
• Arrange documents pickup for the new customers for application processing.

• Lead a team of over 110 executives through 6 team leaders to achieve repay rate targets for unsecured personal loan via Cashbean for DPD 0-180 (M0, M1-1, M1-2, M1-3, M2, M3 & M4)
• Lead a new project of over 10 executives (pilot batch) through 1 team leader to achieve repay rate targets for unsecured personal loan via Nano-Pay
• Setting payment collection targets for the team leaders and tele callers
• Roster monitoring and DRR Vs target tracking
• Team session and arrange B.Q Collector refreshment session
• Monitoring day wise and bucket wise allocation and opportunity
• Monitoring span quality as per the requirement with the help of QA team
• Monitoring shrinkage and attrition rate
• Managing span absconding, resigned & termination data
• Involved in team leader selection process by filter out the good candidate as per the process requirement
• Involved in 2nd level of screening during recruitment at executive level
• Report analysis of day wise & MTD and make strategy and finding opportunity
• Hourly basis taking the session with the team leader and share the next hour performance status
• Arrange team engagement activities RNR, good performer day wise, week wise and appreciate them on floor to motivate the team
• Weekly one-on-one session with the team and confirm the team issue then provide the solution & resolve the issue.

• Lead a team of over 20 executives to achieve the target of credit card sales pan India
• Drive team to exceed stipulated assigned targets
• Develop new business via cold calling and various other media
• Publish reports - related to team performance and productivity (APR Report)
• Provide training to the team for new product launch and promotions
• Monitors and evaluates the call of the low performers and provide necessary feedback on call quality improvements and track low performers of the team
• Handling the escalated call and give resolution to the customer query
• Conduct performance review of the team
• Ensuring that all compliance related policy and procedures are adhered by tele callers over the calls
• Manage shrinkage as per the requirement as well as maintain the attrition rate.