Rupa Kaushik

• Managed collections for overdue accounts (0-180+ days and charged-off) to recover outstanding balances.
• Met recovery targets while following compliance rules (FDCPA, client policies).
• Negotiated payment plans and resolved customer issues to enhance service experience.
• Provided flexible solutions to improve customer satisfaction and foster loyalty.
• Used Salesforce to manage accounts and track recovery progress.

•Recovered overdue payments through effective communication and negotiation, improving cash flow for the company.

•Arranged payment plans based on customers' financial situations, ensuring mutual agreement.

•Ensured all collection activities complied with legal and ethical standards.

• Handled insurance claims and refund queries, providing timely resolutions for customer satisfaction.

• Booked car, van, and home insurance over the phone, ensuring customer needs were met.

• Addressed no claim bonus inquiries from customers.

• Proposed adding additional vehicles or properties to existing insurance policies during customer calls.

• Provided guidance to customers regarding procedures when their vehicles were seized or impounded by police.

• Collaborated with Concentrix Daksh to enhance customer service operations during tenure.
• Applied product knowledge to explain policies and service procedures.
• Managed email and chat inquiries with accurate, timely responses.