Collections Officer
Deem Finance LLC
Total des années d'expérience :12 years, 0 Mois
• Managed a monthly portfolio of 350+ delinquent accounts through outbound calls, emails and field visits, resulting in a 25% reduction in overall delinquency rate.
• Conducted 130+ daily outbound calls, addressing disputed accounts and negotiating payment arrangements, resulting in the resolution of over 200 accounts.
• Responded promptly to customer and internal inquiries, ensuring accuracy in statements, payments, and Statements of Account (SOA) for on-time payments.
• Maintained close liaison between customers and Sales/Customer Service/Operations departments for smooth resolution of payment issues.
• Maintained accurate records of all communication with debtors, including payment arrangements and promised payment dates.
• Utilized skip-tracing techniques, improving contact ability with debtors by 40%.
• Assessed customers credit situations, establishing consolidation or restructuring payment plans in line with receivable balances.
• Followed dunning procedures closely in cases of customer default on credit agreements.
• Evaluated credit limits weekly, updating revised limits based on evaluation and approval.
• Prepared Police Case Release and Settlement proposals, adhering to approval processes.
• Issued Clearance letters and Liability letters for approved accounts, obtaining customer signatures for record-keeping.
• Consistently met individual and team collection goals, aligning with monthly KPIs.
• Managed high risk overdue accounts, formulating strategies to reduce delinquencies and establish cash flow.
• Led high-risk overdue accounts, implementing strategies to mitigate delinquencies and enhance cash flow.
• Managed a monthly portfolio of 170+ delinquent accounts in BKT-4 through outbound calls, emails, and field visits, to achieve a substantial 22% reduction in overall delinquency.
• Applied skip-tracing tools to locate customers with overdue accounts, improving outreach effectiveness by 30%.
• Monitored and managed accounts receivable aging reports, recommending legal action for overdue accounts.
• Managed the written-off portfolio for credit cards, personal loans, and auto loans.
• Ensured effective communication with debtors, negotiating feasible payment plans.
• Maximizing recovery for organizational benefit.
• Achieved increased profitability through successful negotiations, converting receivables into cash, and ensuring adherence to budgeted provisions for settlement waivers and losses.
• Analyzed current delinquency ratios and devised comprehensive Collections & Recovery strategies to enhance overall recovery efforts.
• Conducted follow-ups on monthly installments payments in accordance with repayment agreements.
• Addressed diverse customer inquiries regarding gas and electricity billing, direct debit payments, new connections, meter relocations, readings, and breakdowns for a leading utility provider.
• Managed compliance matters, prioritizing customer retention and ensuring positive experiences for frustrated customers.
• Resolved customer queries related to energy bills and payments, providing clear and accurate information.
• Utilized SAP and Siebel CRM applications to rectify meter readings and address direct debit payment issues.
• Accountable for achieving Turn Around Time (TAT), a critical SLA, by optimizing processes for enhanced efficiency and service excellence.