Chirag Badiyani

• Currently handling skip accounts for CITI, VMA, BOQ, Coles & Kogan money.
• Skip searches & Preview dialing to locate & contact the customers in regards to their overdue payments of collection & recovery team.
• Reviewing email scripting of subordinates before they are sent across to the customers.
• Mentoring & upskilling new hires on the process requirements.
• Supporting reporting analyst team with helping them review of their data work.
• Initially handled the newly launched product of CITI Bank i.e. BNPL (Buy Now Pay Later).
• Monitoring accounts under BNPL product to identify overdue payments, providing customer support & product improvement.

CITI Bank Australia -

• Manual & Dialer calling to mitigate the loss of the bank.
• Collections and financial advice to bank's payment defaulters overdue by 30-120 Days past due.
• Assisting customer's from different portfolio such as Virgin Money, Bank of Queensland,Qantas Card,Coles Card / Card Services, Diners Credit Line, Suncorp, Ready Credit, Re- Write & Personal Accounts.
• Understanding account information and redressing customer grievances.
• In-depth Knowledge about the Citicards and other portfolios in order to provide appropriate resolution to customers queries.
• Account Maintenance on customer's request.
• Maintaining quality & achieving targets set by clients.
• Ensuring that the daily SLA'S are met to client satisfaction.

CITI Bank United Kingdom -

• Manual calling related to CITI personal loan accounts.
• Applied critical thinking skills to identify potential problems before they were escalated, proactively addressing concerns as needed.
• Kept company and department goals in line each month by setting up payment and setting up forbearance agreements over the phone.
• Processed skip tracing routing to locate clients and performed asset management activities that promoted customer goodwill and retention.
• Maintained 100% quality adherence every month through random call monitor.

• Manual Calling made to collect bad debts.
• Collecting dollars which are sold to third party.
• Following the state guideline.
• Providing assistance to customers in their adverse time.
• Educating customers about the credit reporting body and resolving issues.
• Regular follow up on existing customer's request.
• Doing skip trace to locate the customers using client tools.