Experience

StanQuad

• United Arab Emirates
• Financial Services
• 1 - 100 Employee

• Telecalling Officer

  • Nov 2016 - Present

  Dubai, United Arab Emirates Working on Emirates NBD portfolio for Credit Cards, Personal loan and Auto Loan. Make Collection calls and follow up to obtain payments. Possess ability to work effectively in a fast paced, high volume inbound and outbound call center environment . Possess excellent interpersonal, written and oral communication skills. Successfully negotiate with customer for quick and complete recovery of outstanding payments. Service walking customers and clear queries with… Show more Working on Emirates NBD portfolio for Credit Cards, Personal loan and Auto Loan. Make Collection calls and follow up to obtain payments. Possess ability to work effectively in a fast paced, high volume inbound and outbound call center environment . Possess excellent interpersonal, written and oral communication skills. Successfully negotiate with customer for quick and complete recovery of outstanding payments. Service walking customers and clear queries with an effective long term or short term plan to solve roadblocks to repayment. Training and assisting new recruits and motivating existing team to expand potential. Using my previous knowledge on controls to implement audit norms and policies as per the guidelines and ensuring strict adherence. Received Star of the month for exemplary performance in recovery and customer service. Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Assistant Manager - Internal Audit and Process Control

  • Jul 2010 - Jun 2015

  Mumbai Area, India -- Improving the efficiency and effectiveness of the collection unit by ensuring ample focus on Audit and conducting sample checks of various collection processes within the bank and at external agencies for Western region ( Mumbai, Pune , Ahmedabad, Baroda, Indore & Nagpur) -- Conducting regular audit at Valuation & Verification agencies for secured & unsecured products. -- Ensuring that all vendors work within the parameters set by the bank and RBI, and reporting deviations if any and… Show more -- Improving the efficiency and effectiveness of the collection unit by ensuring ample focus on Audit and conducting sample checks of various collection processes within the bank and at external agencies for Western region ( Mumbai, Pune , Ahmedabad, Baroda, Indore & Nagpur) -- Conducting regular audit at Valuation & Verification agencies for secured & unsecured products. -- Ensuring that all vendors work within the parameters set by the bank and RBI, and reporting deviations if any and taking action against the vendor. -- Imparting training to agencies & in house team to implement audit norms and policies as per the guidelines and ensuring strict adherence. -- Involved in handling all the internal & external audit and process control related procedure/documentation wherever applicable. -- Publishing the audit to the management. -- Following up on the reports and ensure they are report within the agreed timelines closed logically based on the recommendation given and within the agreed timelines. -- Conducting periodic audits in other departments within collection like Strategy and Support functions like Billing , cash deposition delay, FFS, small balance reversals. -- Was also the Business Information Risk Officer for RBWM, activities like Clear Desk reporting, ensuring mails are properly encrypted was under my preview.

• Assistant Manager- Retail Collection

  • May 2006 - Jul 2010

  -- Managed Collection Agencies and ensured minimum delinquency in the portfolio for Retails Assets. -- Managed the documentation of collection related activities and exercised control over Collection agency. -- Managed customer relationship by assisting customers with settlements queries , statements , change of address etc.

• Senior Officer - Tellecalling

  • Jan 2002 - May 2006

  -- Ensured effective tele calling to restrict the net flow to higher buckets -- Worked on all Personal Banking products(Home, Professional and Personal Loan) -- Attended to Inbound calls and walk in customers. -- Co ordinated with back office to ensure that all customer queries were resolved within the TAT. -- Trained new recruits.