VIKAS ARORA

Collections Management

✓ Designing and implementing collections strategy, techniques and procedures for front-end, mid-range and hard-core collections; maintaining end-to-end collections feedback and reporting.

✓ Reviewing the collections strategy periodically and training front end Collection team to ensure adherence with the change in the legal and economic situations.

✓ Consolidation of Agency. Migration to Tele calling Unit to reduce cost.

Process Management

✓ Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels. Assessing the efficiency and effectiveness of the current process to streamline workflow through the system effectiveness maximization, outsourcing, and technology.

✓ Ensuring uniformity in the process understanding at the client’s and the organization’s end.

Customer Relationship Management

✓ Interfacing with key customers, mapping their requirements & handling product customization; providing prompt & superior customer support & building market credibility through referral programmes.

✓ Understanding the customer needs and advising the financial solution ensuring compliance with market standards.

✓ Developing effective relationship with significant clients to ascertain rendering of quality service and achieving customer delight for business retention/enhancement.

Team Management

✓ Responsible for recruiting agency for collection & recovery; mentoring the performance of the team members to ensure efficiency in process operations and meeting of individual & group targets.

✓ Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.

✓ Responsible for managing delinquencies in cards tele calling front end buckets.

✓ Managing large team of Collection officers including Tele-callers and feet-on-street resources & field executive.

✓ Handling dialer productivity to ensure coverage in portfolio and achievement of targets.

✓ Maintaining ACR on dialer and field.

✓ Actively contribute towards formulation of key Collections / Credit strategy for enhancing the productivity. Hands on agency management through training and motivation exercises and driving numbers by initiating contests and incentives.

✓ Worked towards a zero-defect collections process by ensuring reduced problem incidence cases, identified root cause and plugging the gaps.

✓ Leading the periodic review of collection processes to ensure compliance to CITI policies. Improving quality of delivery through constant inputs in call quality & calibration.

✓ Instrumental in process reengineering leading to higher efficiency & cost reduction.

✓ Acting as the conduit between senior management and team members.

✓ Delegating tasks, negotiating workload, assessing performance and reporting developments are some of the key functions handled daily.

✓ NPS tracking and follow up to ensure best in class service.

✓ Handling operations and extending advisory services to meet client needs.

✓ Screen incoming and outgoing calls to ensure quality, customer service, and adherence to policies of the Organization.

✓ Coordinating with different stakeholders and product heads for providing flawless customer service

✓ Monitoring customer interactions and sharing constant inputs to improve individual’s productivity and service deliverables.

✓ Ensuring smooth functioning of relationship between the organization & customer leading to revenue generation.

✓ Motivating team to implement off selling to meet agreed target.

Significant Contributions:

Started career at Citibank India as Client Service Associate with below job responsibilities.

✓ Resolving customer’s queries through effective & satisfying resolutions.

✓ Maintaining service excellence as standard with adherence to policies and procedures.

✓ Upselling of Loans, Balance Conversion, Balance Transfer and various Insurance products.

✓ Single point of contact for the customer escalations received from Citiphones, social media, Nodal Desk etc.

✓ Ensured continuous interactions with other business units to ensure that complaints from customers are addressed.

✓ Responsible for Complaint Management, Root cause analysis and Resolutions.

✓ Acted as a back up to supervisor to meet deadlines.

✓ To add to my hands on experience I took a shift to HSBC Bank Ltd as Assistant Manager from May-2007 till Nov-2016 where I was involved in resolving customer queries and handling collections.

Started career as a Sr. Officer at Standard Chartered Bank Ltd From Dec-2004 till April-2007 where I was responsible for handling Credit cards collections & operations, catering to Delhi region, focusing on untapped & existing consumer market.