Vivek Rana

• administering credit card collections in Punjab, Himachal, Haryana territory.
• administering multiple agencies for Punjab/Himachal/Haryana region.
• administering bkt1 to npa portfolio recoveries for designated states.
• Resolve billing issues and respond to inquiries for agency
• Refined state-wise collection system for one card, elevating efficiency during weekly portfolio evaluations
• Inspected portfolios carefully, rectifying gaps to elevate financial collection for vends portfolio
• Facilitated lok adalat for delinquent customers and provided physical reminders to promote maximum conversion
• secure prompt engagement with high-potential accounts to optimize conversion efficiency.
• preparation and instruction of collectors.
• key contributor to capacity allocation and financial oversight.
• confirm 100% authenticity of visit feedback and that trails are documented in business software.
• validates portfolio assessments of positive and negative coding and ensures appropriate inputs for improved month-end projections after achieving maximum conversion from negative coding.
• secure maximum engagement and qualified agencies available swiftly for immediate challenges from agency side.
• applying advanced collection strategies through outsourcing.
• oversee legal execution for collections in unsecured portfolio.

• executing unsecured loan collection strategies for Delhi and NCR.
• administering multiple agencies across Delhi and NCR.
• oversee billing issues and resolutions for agency.
• Revamped collection shop processes in Kotak Mahindra Bank.
• development and education of collectors.
• Significant involvement in resource allocation for capacity planning and financial oversight.
• deploying fresh strategies for outsourced collections.
• administer legal procedures for collections in unsecured portfolio.

• administering unsecured loan collections for Delhi and NCR.
• administering multiple agencies & in-house team throughout Delhi and NCR.
• Oversee billing queries and facilitate resolutions for agency.
• design strategy and MIS to support effective collection.
• segmentations and apportionment of portfolio utilizing multiple strategies
• interaction with multiple departments like FCU, strategic operations, and process oversight.
• team coordination-agency direction
• administering preferred allocation and self-monitoring for case values over 10 lacs.
• administering allocation according to position of 50 crore
• Secured achievement of 85% on assigned agency allocations.
• evaluate resolution against trigger dates and previous month comparisons
• oversee resolution for each area and team
• coordinating team in agency 25 field initiatives with 2 supervisors
• visits completed on critical cases and RTP cases.
• performing month-end projections three times per month with daily DRR follow-up

• team supervision - directing agencies for bkt 1
• administering preferred allocation and self-monitoring for case value of 35 lacs.
• coordinating 5 crore resource allocation
• Delivered 66% success rate on referral cases for agencies.
• manage resolution with trigger dates and previous month evaluations.
• follow up on resolution for pos wise
• directing team in agency 6 field executive reporting to 1 supervisor
• visits executed on key pos cases and rtp cases.
• executing month-end projections three times each month and driving daily DRR initiatives.
• daily assignment of responsibilities to team.
• coordinating in-house assignment for high POS cases

• team management - supervising 25 telecallers.
• log resolution per hub.
• oversee resolution for pos segments
• Reached monthly goal of 96%
• administering ACR of 6000 per month.
• Facilitated daily calls with high-value customers, providing thorough follow-up support until month-end.
• daily dialler administration performed.
• targeted team assignments.
• Administer consistent monitoring to confirm realization of allocated targets on daily basis.
• weekly assessment of results and contributing recommendations for complete success.
• facilitating weekly discussions with agency owner and agency supervisor.
• closely coordinate with field executive for complete feedback on time
• secure comprehensive management of log-in and call monitoring.
• tracking call feedback to share with appropriate operators and supervising floors
• Performed detailed reviews of collection executive reports to measure effectiveness. Evaluated telecaller performance, delivering targeted feedback to improve outcomes. Monitored report accuracy and telecaller productivity, ensuring alignment with organizational goals.
• Checked incoming emails daily to detect and escalate pressing problems. Oversaw escalation management to maintain effective issue resolution workflows.
• resolving escalation issues.
• daily statistics released on collections to assess productivity of each agent

• Formulated personalized payment strategies for clients encountering financial challenges to mitigate losses.
• Set performance metrics to measure team effectiveness and uncover improvement opportunities.
• Coordinated efforts with customers and collections representatives to track documentation, reducing number of customer disputes
• Communicated with customers to obtain outstanding payments using various negotiation tools
• Supervised a team of 60 tele-callers, including 20 executives and 3 team leaders. Assigned daily targets of 30 PTP and 20 pick-up calls per agent. Ensured daily achievement of 93% target through effective monitoring and support. Conducted regular audits of calls, delivering feedback to operators for performance enhancement. Managed stock updates hourly while driving teams to meet targets consistently. Compiled and sent client requests, ensuring timely communication and follow-up. Provided individual feedback sessions to enhance team productivity and results. Generated daily MIS reports to track collections and agent productivity.
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Coupon

payment card

administering 3 crore portfolio focused on risk x bucket.

administered a portfolio of 250 accounts

follow up with agency for pick-ups and verify collection of

achieve on-time collection

coordinate with agency responsible for payment collection

requires updating on system as per TAT.

communicate with agency that managed payment collection should

be deposited with bank promptly

achieving 90% target fulfillment on month-end

allocation emphasizes position band distribution.

On-site assessment for critical POS cases

focus area for significant cases and thorough follow-up until

month conclusion.

evaluate performance benchmarks with banker on

weekly timeframes.

correspondence directed to customers for nc cases

secure higher resolution availability through month end