Pooja G
Bangalore
Summary
With a proven track record at Vintage, I excel in data management and team leadership, significantly enhancing collections strategy and customer relationships. Leveraging risk management expertise and adept negotiation skills, I've led teams to surpass targets, demonstrating a unique blend of analytical prowess and interpersonal effectiveness.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Debt Collection Manager
Vintage
Bangalore
08.2020 - Current
- Data management for collections and handling complete agency of all the portfolio.
- Managing all administrative and human resource activities.
- Leave and attendance management.
- Handling a portfolio of personal loans and credit cards.
- Handling eight portfolios: IndusInd Bank, Kotak Mahindra (Phoenix Data), CRED, Tata Capital Finance, Slice Pay, OMKARA, and Aditya Birla Finance.
- The area handling personal loans and credit cards, collection, and risk management completes hardcore recovery and validates the team's skip tracing report on a weekly basis.
- Handling a team size of 2 supervisors, 4 field executives, and 22 telecallers. Monitoring day-to-day activities in the recovery process.
- Looking into pool size and allocating cases under supervisors as per process.
- Close monitoring with the recovery team to achieve individual and overall targets.
- Handling day-to-day general administration activities, coordinating with the risk team and field coordinator, sourcing candidates to fulfill clients' requirements, processing bill payments, tracking reports of couriers, corporate connections, etc.
- Maintained and prepared the monthly dashboard PowerPoint presentation for managerial discussions, along with the fulfillment report.
- Preparing reports on a daily basis, analyzing data, monitoring, and updating data.
- Generate supporting reports by extracting data through the relevant portal.
- Call auditing for all the telecallers.
- Consolidate the report to the ACM and the Regional Collection Manager. Maintaining TAT as per the process requirement.
- Giving Code of Conduct training on a monthly basis.
- Analysis of reports and maintenance of MIS for management review for daily, weekly, and monthly MIS and report generation.
- Preparing analysis reports on a monthly basis for turnkey projects.
- Smooth relationship with client management, such as billing, ID card generation for telecallers, and field executives, as well as client document maintenance.
- Compiling DCR reports and payment files on a daily basis. Sharing the monthly allocation file with vendors on a monthly basis, and tracking legal.
- Explained data requirements for applications with teams and customers.
- Presented data management updates during customer and company meetings.
- Developed data management strategies to optimize business processes.
- Analyzed workflows and established priorities for daily operations.
- Adhered to company, contract and regulatory requirements when performing data management activities.
- Provided training and support to staff on using database tools and applications.
- Identified and corrected improper cases of data entry to prevent data redundancies and integrity failures.
Senior Recovery Officer
Metro Solution
Bangalore
12.2018 - 07.2020
- Handling a portfolio of Unsecured Loans.
- Negotiated payment arrangements with customers in arrears.
- Handling four portfolios: ICICI, HDB Finance, HDFC, and SBI.
- Handling a portfolio of 180+ DPD to 2,500 DPD recovery.
- Ensured compliance with federal, state and local laws related to consumer protection.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Analyzed debtor financial situations to propose realistic repayment solutions.
- Applied analytical skills to prioritize accounts based on collectability.
- Investigated customer financial situations for potential solutions or resolutions.
- Adhered to all applicable laws, regulations and policies governing collections practices.
- Built strong relationships with customers by providing excellent customer service.
- Maintained accurate records of collections activities and payments received.
- Conducted monthly reviews of past due accounts for accuracy and completeness.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Researched customer disputes and resolved issues in a timely manner.
- Participated in weekly conference calls with members of the Collections Department.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Prepared and mailed out demand letters and other necessary correspondence.
- Negotiated credit extensions and waivers when necessary.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Negotiated repayment plans with debtors to meet client recovery targets.
- Reviewed and updated customer accounts on a daily basis.
HR Administrative Assistant
Maxpro Engineers Pvt Ltd
Bangalore
06.2016 - 11.2018
- Filed documents, delivered mail and performed bookkeeping to facilitate office operations of HR department.
- Managed confidential employee information with discretion and integrity.
- Searched employee files to obtain information for authorized persons and organizations.
- Prepared and set up new employee orientations.
- Scheduled appointments, meetings and conferences with employees to discuss and mitigate personnel issues.
- Prepared materials and reports for compliance audits.
- Resolved conflicts between employees through mediation or other appropriate methods of dispute resolution.
- Compiled and prepared reports and documents pertaining to personnel activities.
- Performed administrative duties such as filing, copying, scanning and faxing documents.
- Assisted in developing job descriptions and person specifications.
- Participated in HR training and workshops to improve skills and knowledge.
- Supported recruitment with resume screening, interview scheduling and candidate job offers.
- Assisted in administering employee benefit programs and worker's compensation plans.
- Facilitated new hire orientations and employee training sessions.
- Processed business and identification cards, bank accounts and reference and medical checks to streamline hiring protocol.
- Answered questions regarding salaries, benefits and other pertinent information.
- Coordinated new employee onboarding with orientation scheduling and preparation.
- Created, organized, and maintained employee personnel files to keep sensitive data secure.
- Initialized background checks for potential new hires.
- Conducted candidate interviews to gain additional insight into professional background and skill set.
- Processed paperwork related to grievances, performance evaluations, classifications and employee leaves of absence.
- Conducted employment verification and background investigation to facilitate hiring process.
- Provided administrative support for HR projects and initiatives.
- Assisted with planning, organizing and coordinating company events.
- Answered phone calls, responded to emails and provided general information regarding human resources matters.
- Posted job announcements and pre-screened applicants to candidates for available positions.
HR Recruiter
Solid Team Global
Bangalore
03.2015 - 03.2016
- Source qualified candidates through online job boards, social media networks, referrals.
- Performed reference checks on finalist candidates prior to extending offers of employment.
- Developed and maintained a network of contacts to help identify and source qualified candidates.
- Updated and maintained candidate records in the recruitment database.
- Negotiated salary and benefits packages with candidates.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
- Coordinated and attended career fairs and recruitment events to source candidates.
- Leveraged applicant tracking systems (ATS) to streamline recruitment processes.
- Informed job applicants of duties and responsibilities, compensation, and benefits.
- Managed candidate activity within Applicant Tracking System (ATS).
- Assisted with the onboarding process for new hires.
- Hired employees and processed hiring-related paperwork.
- Conducted initial phone screens and coordinated interview schedules with hiring managers.
- Developed recruitment strategies to achieve required staffing levels for assigned requisitions.
- Managed full-cycle recruiting process, from sourcing candidates to extending offers.
- Conducted reference and background checks on prospective employees.
- Reviewed resumes and applications to determine which candidates met the position criteria.
Debt Collection Agent
Datamation (Standard Charted Bank)
Bangalore
06.2014 - 12.2014
- Answered incoming calls from customers seeking assistance with product or service related issues.
- Developed new leads each day at or above quotas.
- Developed customer relationships through active listening, understanding their needs, and providing appropriate solutions.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Recorded information about status of collection efforts.
- Contacted customers with delinquent accounts to solicit payment.
- Monitored overdue accounts using automated information systems.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Maintained accurate records of collection activities in database system.
- Educated debtors on the importance of credit health and the consequences of non-payment.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Completed skip traces on customers failing respond to collection efforts.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
Education
B.Com -
IBVE
Bangalore05-2014
2nd PUC -
Williams International College
Bangalore04-2011
SSLC -
Adithya English School
Bangalore03-2009
Skills
- Data management
- Risk management
- Team leadership
- Collections strategy
- Regulatory compliance
- Payment negotiation
- Customer relationship management
- Employee training
- Portfolio analysis
- Risk assessment capabilities
- Team leadership experience
- Debt recovery expertise
- Professional risk manager
Certification
- DRA Certified
Languages
English
First Language
English
Intermediate (B1)
B1
Kannada
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2
Telugu
Elementary (A2)
A2
Timeline
Debt Collection Manager
Vintage
08.2020 - Current
Senior Recovery Officer
Metro Solution
12.2018 - 07.2020
HR Administrative Assistant
Maxpro Engineers Pvt Ltd
06.2016 - 11.2018
HR Recruiter
Solid Team Global
03.2015 - 03.2016
Debt Collection Agent
Datamation (Standard Charted Bank)
06.2014 - 12.2014
B.Com -
IBVE
2nd PUC -
Williams International College
SSLC -
Adithya English School
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