SUBHAAN JAGIRDAR
Dubai,UAE
Summary
Diplomatic debt-collector with track record of formulating and enforcing tailored plans to maximize repayments. Clear communicator masters art of negotiation and overcoming objections to reach organizational targets.
Overview
17
17
years of professional experience
Work History
Senior Collection Executive
Citibank N.A. (Dubai)
Dubai
11.2015 - Current
- Responsible for reaching out to customers to collect payment for overdue bills, loans, credit card payments and managing overdue accounts
- Reviewing customer accounts to identify the reasons for non-payment and exploring potential solutions
- Working with customers to establish payment arrangements that are both feasible for the customer and meet the company’s collection goals
- Negotiate settlements to receive payments on a certain percentage of debt
- Advising on repayment plans that are appropriate for the degree of debt and the circumstances of the consumer
- Regularly contacting customers to monitor their progress on payment plans and ensure timely payments
- Handling a portfolio of delinquent accounts and prioritizing collection efforts based on factors such as account size, age and customer risk
- Continuously learning about new collection techniques and best practices to improve performance
- Review and monitor assigned accounts and all applicable collection reports
- Mail correspondence to customers to encourage payment of delinquent accounts
- Researching account disputes and billing discrepancies
- Adhering to financial laws on the regulation of debt collection
- Ensured to achieve daily, Weekly and Monthly Collection RABS and RF Targets
- Making reports for management and sending emails to delinquent customers.
Fraud Analyst
Citibank N.A. (Dubai) (Temporary Project)
Dubai
06.2023 - 01.2024
- Monitor real-time queues and identify high-risk transactions within the business portfolio
- Analyze customer financial transactions to identify any potential fraudulent activity such as account takeover, fraudulent transactions, theft, and similar risks
- Contact the account holder to verify Funds Transfer and recent activity to identify patterns and red flags that may indicate fraud
- Determine existing fraud trends by analyzing accounts and transaction patterns
- Analyze chargeback data to identify fraud trends and prepare chargeback reports
- Resolve queued transactions within the service level agreements to reduce potential revenue losses
- Interact with banks and customers to validate information, and to confirm or cancel authorizations
- Ensure confidentiality of all information collected during the investigation
- Generate suspicious activity reports and risk management reports for Managers.
Customer Service Representative
Cupola Teleservices Pvt Ltd (Temporary Project)
04.2015 - 09.2015
- Answer calls professionally to provide information about products and services, or obtain details of complaints
- Follow up to ensure that appropriate actions were taken on customers' requests
- Manage a large amount of incoming phone calls and generate sales leads
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- To ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Identify and assess customers’ needs to achieve satisfaction
- Follow communication procedures, guidelines and policies.
Senior Customer Care Coordinator
Ocwen Financial Solutions Pvt Ltd
03.2014 - 03.2015
- Team Cord for Inbound department for 12 months
- Helping US Homeowners and provide them financial assistance if they are going through any kind of hardship
- To resolve all the problems affecting customer satisfaction at the earliest
- To plan and execute new strategies and activities inside the team for business growth
- De-escalating Escalations calls in the absence of Supervisor
- Grooming individuals and enabling them to take ownership
- Strong liaison and follow up with support units
- Ensured to achieve daily, Weekly and Monthly Collections
- Managing Performance and Operations
- Ensured optimal utilization of resources
- Take initiatives and add creativity to the existing work environment
- Managing sales through a call center.
Senior Customer Service Representative
Accenture Service Pvt Ltd
01.2013 - 02.2014
- Being Customer Service Representative at Service Center, My daily duties were greeting the Incoming Customer, Enlightening their experience, providing instance Support
- Collecting their debts/mortgage payments every month to ensure their Accounts are in good status
- Helping new joiners’ and training them with process knowledge
- To manage and guide the departments towards achieving the set goals
- Handling Averagely 50 Customer’s on a daily basis
- Core Targets were default customers, Sending Financial Package, and Complaint Handling.
CRM
IBM Daksh Business Process Services Pvt Ltd
12.2011 - 01.2013
- Dealing with customers who have Du postpaid and prepaid connections and fixing their problems with regards to Du Internet, Landline and Home services
- Being Team Cord, I was fully engaged in handling a Team of 25 CSOs, in absence of Team Leader
- Ensured discipline on the floor with Quality work done
- At the CRM level my daily responsibilities were to meet daily defined company SLA’s
- On calls, I was duly assigned to handle customer’s queries and complaints in a very polite and courteous way so that FCR should be ensured
- Keeping complete follow up of customer’s complaints until their issue gets fixed
- Being a CRM my everyday job was to keep updated higher management and line managers with current issues and customer’s feedback in weekly and monthly meetings.
Customer Service Executive
IBM Daksh Business Process Services Pvt Ltd
10.2009 - 12.2010
- Dealing with eBay customers through chats and emails, provide them a quick fix around and troubleshoot them
- Handling irate customers, providing permanent fix to escalated complaints
- Ensuring Delightful customer experience
- Meeting the defined KPIs with Quality Benchmark.
Associate
First Advantage Pvt Ltd
09.2007 - 05.2009
- Doing Screening Background Verification for the employees for all Co-operates & Multinational companies
- Making Reports for Clients as per their requirements in the given turnaround time
- Doing Employment, Education, Criminal checks and Drug tests for the Clients
- Maintaining reports of productivity, quality, adherence and motivational techniques
- Maintaining the SLA (Service Level Agreement).
Education
BBA -
Rabindranath Tagore University
HSC - undefined
Mumbai Board
SSC - undefined
Delhi Board
Skills
- Hardworking
- Sincere
- Dedicated
- Level Headed with lots of Patience
- Friendly
- Quick Learner
- Communication skills
Personal Information
- Place of birth: Mumbai
- Passport Number: V2916658
- Passport Place Of Issue: Dubai
- Date of birth: 09/22/84
- Gender: Male
- Nationality: Indian
- Marital status: Married
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Fraud Analyst
Citibank N.A. (Dubai) (Temporary Project)
06.2023 - 01.2024
Senior Collection Executive
Citibank N.A. (Dubai)
11.2015 - Current
Customer Service Representative
Cupola Teleservices Pvt Ltd (Temporary Project)
04.2015 - 09.2015
Senior Customer Care Coordinator
Ocwen Financial Solutions Pvt Ltd
03.2014 - 03.2015
Senior Customer Service Representative
Accenture Service Pvt Ltd
01.2013 - 02.2014
CRM
IBM Daksh Business Process Services Pvt Ltd
12.2011 - 01.2013
Customer Service Executive
IBM Daksh Business Process Services Pvt Ltd
10.2009 - 12.2010
Associate
First Advantage Pvt Ltd
09.2007 - 05.2009
BBA -
Rabindranath Tagore University
HSC - undefined
Mumbai Board
SSC - undefined
Delhi Board
Similar Profiles
Kanjana SeetaKanjana Seeta
Cash and Trade Proc Analyst 1 - Remittance Officer at Citibank N.A.Cash and Trade Proc Analyst 1 - Remittance Officer at Citibank N.A.
ABRAHAM R. BUSTAMANTEABRAHAM R. BUSTAMANTE
AVP Business Banking Relationship Manager at Citibank N.A.AVP Business Banking Relationship Manager at Citibank N.A.
Sheraine BrownSheraine Brown
Assistant Head Teller at Citibank N.A.Assistant Head Teller at Citibank N.A.