Santosh Kumar Mathur

• During my career break i embarked an international trip enriching my cultural perspective and global awareness.
• Additionally i dedicated time to deepen my understanding of the collection process within NBFC microfinance.
• Above involved hands-on learning at a domestic call center and field agency, where i analyzed and participated in various strategies and methodologies used in microfinance collections.
• This experience enhanced my proficiency in financial technology, customer relationship management and data driven decision making.
• Further i completed a course on trading & investment which enhancement my proficiency in financial market, investment strategies and data driven decision making.

Successfully delivered of KPI's handling seasoned team of 4 DR's (Avg Exp. of 12 -15 Years).Total team of 13 on rolls staff.

• Aggressively drove KPI delivery with internal Telecalling BPO Operations & Field Agencies (Local & National Partners) of Collection & Retention in form of meetings, review governed periodically.
• Preparation and submissions of Budget Plan / Cost Projections /Presentations with leadership teams.
• Organized and detail-oriented with strong work ethic. Strengthened communication skills through regular interactions with others.
• Proved successful working within tight deadlines and fast-paced environment. Self-motivated, with strong sense of personal responsibility. Used critical thinking to break down problems, evaluate solutions and make decisions.
• Strong Governance with Excellent communication skills, both verbal and written.
• Assisted teams with day-to-day Field operations & Dialer Management techniques to deliver higher productivity in meetings & reviews.
• Demonstrated high level of initiative and creativity while tackling difficult tasks. Worked flexible hours during critical times.
• Regularly suggested team on effective time management techniques to meet tight deadlines.
• Passionate about developing high performance culture among teams / channel partners & associated staff.

Successfully delivered of KPI's handling seasoned team of 4 DR's (Avg Exp. of 10 - 12 Years).

• Demonstrated Leadership as Coach and mentor to field & tele calling team, evaluate progress, and maintain high standards of customer-centric collections.
• Executed Strategic Solutions to Analyze trends, identify opportunities, and execute effective collection strategies to minimize bad debts and attrition while.
• Governed Prompt Cases Allocation to Collection & OBCC Agencies. Highlight any delays related to communication & dunning schedule actions against preset schedule.
• Governed Successful Vendor Management & KPI Delivery to track performance of collection agencies, same was governed with weekly & monthly review on field & dialer productivity of partner ensuring capacity planning and controls & all safety hygiene in place.
• Governed Focus & Collaborate on outbound agencies to improve early date collections and Self-Visits on High Risk Cases to assess their situation and address any issues to reduce flow to next bucket.
• Mandatorily Tracking of First and Second Unpaid Bill Collection. Recovering outstanding from 0-90 days users amounts is vital to reduce bad debts & Fraud Prevention. Highlight channels doing fraudulent or fake sales to protect company's interests.
• Governed Daily review on FOS & Tele callers efficiency. Followed by frequent Reward & Recognition with motivational sessions by team.
• Legal Coordination with legal teams to file cases under Lok Adalat & section 138 & civil suites etc. as Legal compliance is essential.
• Sharing all critical updates to upper management & senior leadership teams in form of weekly monthly business review through VC & Conference calls Etc.

Successfully delivered of KPI's handling seasoned team of 3 DR's (Avg Exp. of 8 - 10 Years).

Major responsibilities were same like previous role.

Successfully delivered of KPI's handling seasoned team of 2 DR's (Avg Exp. of 6 - 8 Years).

Major responsibilities were same like previous role.

Successfully delivered of KPI's handling seasoned team of 2 DR's (Avg Exp. of 4 - 6 Years).

• Diligently Managed Role of Credit & Collection Lead dealing with life cycle of postpaid accounts, we contribute to achieving 100% collection and minimizing bad debts. Your efforts ensure consistent revenue generation month after month.
• Ensured process to verify documents in field through agency agents to ensure authenticity of customer information for mobile postpaid connection applied. Self-Visits on High Risk Cases to assess their situation and address any issues.
• Collaborate with outbound call center to improve due date collections. Timely payments are essential for revenue management & flow restrictions.
• Track first and second bill Unpaid Bill Collection. Recovering outstanding from 0-90 days users amounts is vital to reduce bad debts & Fraud Prevention. Take action against channels involved in fraudulent or fake sales to protect company's interests.
• Ensure Credit Limit Analysis over 90 days unpaid cases to validate credit limit assignments. Identify discrepancies and ensure fair limits.
• Ensure prompt bill generation and delivery to customers' doorsteps. Timely communication is key which sets base to apply dunning action as per decided schedule.
• Prompt Cases Allocation to Collection Agencies. Highlight any delays to head office teams. Personal Visits to unpaid high-value disputed cases to find Resolution. Customer satisfaction is crucial.
• Legal Coordination with legal teams to file cases under section 138 and civil suites. Legal compliance is essential.
• Retail Outlet Visits to identify gaps related to payment acceptance, ATM machines, and card drop boxes. Internal Coordination with cross-functional teams to resolve customer queries related to payment and postpaid services.
• Payment Reconciliation from suspense accounts to actual user accounts. Accuracy is vital.

Successfully delivered on KPI's as an Individual Contributor to the organization.

• Ensured timely allocation of budgeted cases to collection agency basis ACR followed by daily & periodic one on one reviews case to case.
• Managed to evaluate risk associated with delinquent loans. By analyzing credit scores, repayment history, and collateral, I tactically create a customized recovery strategy for borrowers case to case.
• Regular supervision on team of collection agents, callers, assigning accounts, monitoring progress, and providing guidance. Leading with training needs and motivation which are essential to maintain high performance levels.
• Ensured regulatory adherence with state regulations, including guidelines set by the Reserve Bank of India (RBI), is crucial. I emphasize ethical code of conduct & behavior during interactions with borrowers hence use legal support of filing u/s 138 & civil suits & asset recovery with court's receiver order potential cases.
• Ensured physical visits interactions with borrowers for settlement negotiations, I handle difficult conversations professionally. Whether extending repayment tenure or accepting partial payments , I safeguard the lender's interests.
• For Auto & Commerical loans, where vehicles serve as collateral, I initiated many repossessions under collateral retrieval process if borrowers default. Ensured & executed fair auction process that helps recover outstanding loan amounts.
• Regularly tracked progress on field collection efforts, I provide timely reports to higher management on recovery rates, challenges, and improvements as weekly fortnightly & monthly updates.
• Ensured regular reconciliation on receipts book issued & taken back in custody. Ensured timely & accurate payout release to channel partner.

• Trained and mentored new staff as supervisor, monitoring phone calls and employees on collection methods, documentation requirements and KPI performance delivery.
• Visiting non contacted & unpaid accounts with complete due diligence to avoid escalation & police complaints.
• Coordination with Police & legal teams to ensure recovery from chronic customers solving default issues.
• Contacted clients with past-due payments and actively discuss late payments and penal collections while remitting amounts due.
• Ensure updated interactions (trails) of field & tele calling followups / in banks computer database.
• Oversaw daily posting of payments (manual cash collection receipts) to appropriate accounts.
• Visited premises of customers to directly collect payments.

• Prepared internal and regulatory financial reports, balance sheets and income statements. Filing of sales tax, central sales tax returns on quarterly basis.
• Prepared weekly & monthly reconciliation of bank accounts with bank.
• Created financial dashboards to provide insights into key performance indicators.
• Utilized financial software to prepare consolidated financial statements & debtors, creditors list and took corrective actions on deviations.