Puneet Rohilla

• Responsible for IndusInd Bank Credit Card (Risk Bucket 1) Collection
• Handing the portfolio of more than 10 Cr for Credit Card (RB1) Collection
• Managing Tele caller & Field executive Team with 22 seated Tele caller (4 Tele caller Supervisor) & 39 Field executive (5 Field Supervisor)
• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Supervised staff of collectors, monitoring phone calls.
• Oversaw daily posting of payments to customer accounts.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Raising the Settlement & Reversal as per Bank guidelines & policy
• Doing the regular field visit for high value & disputed cases
• Resolve the customer issue with face to face meeting or over the call
• Tracking the performance of team with DRR and taking the corrective action to improve the collection performance
• Daily coordinating with TC & FE team to get update about the collection trend & prepared weekly & monthly projection
• Highlight the delinquent cases/risk cases to management on timely manner
• Handling Service request for RB1 for Delhi region and providing the resolution for open Service request.
• Coordinate with National Service Team to close escalations.

Billing: -

• Tracking of fresh billing and its pattern – bill type/project type/service type wise.
• Analysis of Billing & its Correctness along with supporting document availability and taking necessary measures for correction

Submission: -

• Ensuring timely submission of invoices to customers.
• Updating of invoice submission status in ERP
• Relevant MIS's to stakeholders.

Dispute Resolutions:-

• Resolving customer queries with regard to bills.
• End to end ownership of customer disputes for resolution and following hierarchy level on both sides as needed.
• RCA for disputes and bringing necessary controls to plug gaps / avoid future recurrence.

Collections: -

• Following up with customers through emails, phone calls and face to face meetings for collections.
• Ensure to meet Weekly/Monthly Collection Targets as defined per KPI/SLA
• Ensure any Red Flags are raised timely to the management for necessary escalation / remedial action.

Cash Application:-

• Tracking of payments received through Cheque/DD/Funds Transfer – NEFT/RTGS
• Ensuring payments are appropriately applied in books against respective invoices.
• Ensure On Account / Adhoc payments are chased for payment advises for timely adjustment.
• Identifying payments in suspense account and taking necessary action to decrease the balance in suspense account.

Vendor / Customer Reconciliation – AR

• AR Reconciliation with customers and ensuring books match at both sides.
• Set structure and process for recurring reconciliations and No Due Certificates for cleaner AR.

Credit Analysis:

• Analyse credit data and financial statements to determine the degree of risk involved in extending credit
• Evaluate customer records and recommend payment plans based on earnings, savings data, payment history and purchase activity
• Minimize bad debt risk and maximize accounts receivable collection
• Reconciliation of customer statement/billings
• Assess credit risk and establish credit limits

Credit & Collections:

• Handling Portfolio of 2.30 Crores in active Bucket Collections from (30 Days to 180 Days Bucket) and NPA portfolio in excess of 13.72 crores of aging 180 DPD to 11 years old debts.
• Reviewing customer's overdue balances
• Corporate Billing Dispute Resolution- Understanding key root corporate billing problems, ensuring its correction
• Reconciliation of accounts
• Monitoring Bad Debts & 60+ cases
• Improving E-Bill penetration

Retention & Relations:

• Monitoring Churn by Designing and Implementing Loyalty programs
• Designed & implemented Health of Customer Concept.
• Driving Root Cause Analysis concept for Rotational Churn and Customer Complaint management
• Implementing customer delight programs

Quality & Audit:

• Ensuring 100 percent satisfaction by tracking CSAT
• Process Improvements to reduce deviation
• Ensuring 100% documents compliance

Complaint Management & Complaint Reduction:

• Handling complete lifecycle of MDN base of 18000 corporate mapped numbers including FWPs. Mobiles, HSD from OTAF till churn
• Handling queries and complains received from 80 corporate accounts
• Root cause analysis to reduce complaints.

Revenue Enhancement:

• Conducting field visits to build relationship with high ARPU Customers
• Establishing relationship with Corporate to enhance the Sale /revenue
• Facilitating continuous improvement in Service Delivery to enhance revenue
• Business development through cross & up selling and VAS selling

• Monthly and weekly Physical Stock Verification of Raw Material and Stock Reconciliation.
• Supervision of voucher feeding and ensuring proper maintenance of computerized books of accounts & records.
• Responsible for vendor bills verification as per P.O. and processing for payment, and reconcile the vendor accounts and taking the NOC from Vendors on monthly basis
• Preparation of various types of voucher, Debit/Credit notes to vendors & their authorization.
• Preparation of MIS report as per requirement.
• Reconciliation of various accounts and Bank Reconciliation.
• Responsible for Vendors Payments.
• Key user of ERP-Ramco E Application
• Using various Module in ERP-Ramco like Accounts Receivable, Accounts Payable, General Ledger, Shipping, Inventory, Sale Order Management, Purchase Order Management etc.
• Complete control over C & F Accounting, sale from C & F agents, Stock transfer to CFA’s.