Rishabh Singh Chauhan

• Setting and Managing entire Collection process. Preparing collection strategies and managing collection operation to minimize NPA.
• Setting up the process of customer service which include SOP creation, hiring, training and managing the process to provide best customer service
• Setting up and Managing process of repayment with our partner Bank.
• Setting up and Managing process of buyback after 90 dpd as we are running FLDG model here.
• Setting up and managing the process of reconciliation of EMI collection and fund movement to partner bank.

• Managing entire collection process of BNPL product.
• Taking care of both inhouse collection team and vendors collection Process.
• Daily tracking of numbers and targets.
• Ensuring better controllership and collection efficiency by driving teams to meet targets along with keeping motivation high
• Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
• Worked with legal resources and recovery teams to manage default issues.
• Oversaw daily posting of payments to customer accounts.
• Facilitated successful internal and external audits through sound and thorough documentation.
• Analyzing portfolio and giving inputs to risk teams for betterment of risk policy.

Responsibilities:

• Managing 4 Call centers - 2 being in Pune and 2 in Bengaluru
• To ensure better controllership and collection efficiency by driving teams to meet targets along with keeping motivation high.
• Portfolio Management - Analyses trend of incremental portfolio and allocate accordingly
• Regularly reviews delay in closures, non resolution cases, customer service issues with operations team.
• Engagement with the customer in case of escalations
• Keeping track of payment deposition status through regular updates from callers

Responsibilities:

• Documented interactions in computer database and updated information
• Managed SMS Campaigns for delinquent customers
• Supervised setup process of 2 call enters and Drove team of 30 people to get target achieved
• Managed process of updating Payments Manually Credited in Company's Bank Accounts via NEFT/RTGS/IMPS
• Collected advance EMI's from customers having multiple bounces and EMI's auto debit issue.
• Contacted clients with past-due payments and actively monitoring all payments due from clients.
• Oversaw daily posting of payments to customer accounts.
• Hiring, Training & mentoring new employees on collection methods, documentation requirements and performance strategies.
• Allocation of cases to callers on everyday basis
• Single Point of Contact of Third-Party Vendors and External Stakeholders
• Reviewed all expense reports for accuracy and proper expense disclosure.
• Design & Create Reporting mechanisms and Presentations for leadership reviews
• Design and Implement Incentive driven programs to motivate collectors to achieve targets
• Filed and addressed employee complaints in accordance with company policies and government regulations.
• Successfully implemented new technologies and process automations to encourage continuous improvement

Achievements:

• Successfully empaneled 2 Call Centers, initiated Process and trained 80+ collectors
• Increased Penal Collection from 10 Lacs Per month to 35+ Lacs Per Month
• Maintained 99%+ consistency in EMI collections and consistent growth in Penal Collections.
• Call center efficiency increased to 70+% from 60% in year

Responsibilities:

• Managed Collections for Mortgage Products (Home loan, LAP & Mortgage Flexi)
• Intensive Engagement with Customers to collect outstanding payments via one-time or negotiated installment methods.
• Meeting targets assigned in line with cost involved
• Managed allocations, portfolio, resolution and capacity matrix
• Scrutinized suspicious customer activities or documentations for identifying fraud
• Coordinated with internal stakeholders to resolve issues within TAT
• Risk Analysis of Customer's Accounts and Recon
• Responsible for Vendor Budgeting and Billing
• Training & mentoring new employees on collection methods, documentation requirements and performance strategies.
• Reconciled vendor statements and handled payment complaints or discrepancies.

Responsibilities:

• Audited retail and wholesale stores and organized meeting with distributors to collect relevant data.
• Analyzed competitors and distribution channel with respect to data collected.
• Presented analysis to President, GM Sales and HR head of company.