Pooja Morkar profile photo 1 on Tal

Pooja Morkar

Subject Matter Expert @ 1st Financial Bank USA | Credit Recovery, Risk Management

Bengaluru

12+ years of work experience

1st Financial Bank USA
Oct 20169 yrs 7 mosPresent

Bengaluru, Karnataka, India

☛ Manage credit card recoveries from US customers, focusing on accounts in the Credit Recovery Unit (CRU) that have exceeded 180 days (Charge-Off Accounts), ensuring timely and effective collections. ☛ Handle escalations for complex cases, providing prompt resolution while adhering to customer satisfaction and quality standards. ☛ Oversee risk management and ensure full compliance with regulatory requirements and internal policies throughout the recovery process. ☛ Conduct daily reviews of agents' worked accounts, ensuring accuracy, effectiveness, and adherence to collection strategies (Account Reviews). ☛ Administer blocking and unblocking of web access for delinquent accounts to ensure appropriate customer access based on account status. ☛ Utilize skip tracing techniques (e.g., Accurint Search, White Pages, Yellow Pages) to locate customers and facilitate communication for recovery efforts. ☛ Collaborate with attorneys on bankruptcy cases, ensuring proper handling and resolution according to legal procedures. ☛ Coach and provide feedback to team members, offering support and guidance to enhance their performance and meet team goals. ☛ Review customer files, prioritize accounts, and develop tailored communication strategies to maximize recovery rates. ☛ Send emails, faxes, and letters according to payment plans, ensuring proper documentation and timely follow-ups. ☛ Handle disputes and escalations, delivering high levels of customer service and ensuring satisfaction within established quality parameters. ☛ Leave voicemail messages for non-responsive customers, maintaining diligent follow-ups to increase engagement and recovery efforts.
Dell Technologies
Apr 20141 yr 7 mosOct 2015

Bengaluru North, Karnataka, India

☛ Collaborated with the Global Financial Services (GFS) team to investigate Dell Consumer Accounts, ensuring legitimacy of purchases. ☛ Identified fraudulent transactions, taking immediate action to cancel them and prevent further processing. ☛ Communicated with customers via email and phone to verify purchases, ensuring accuracy and transparency in each case. ☛ Resolved disputes efficiently when customers denied transactions, providing excellent customer service and support. ☛ Analyzed account and transaction patterns to detect and determine emerging fraud trends, enhancing fraud detection efforts. ☛ Placed holds on credit cards when fraudulent activity was identified, minimizing financial risk and protecting customer accounts.
ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED
Apr 20137 mosOct 2013

On-site

☛ Conducted outbound calls to various insurance agencies across the US to facilitate communication and ensure timely collection of premium payments. ☛ Managed the process of collecting premium amounts from homeowners, ensuring accuracy and prompt payment. ☛ Facilitated insurance coverage for mortgaged properties on behalf of homeowners, ensuring proper documentation and compliance with lender requirements.

Education

Bachelor of Commerce - BCom, Business/Commerce, General

Indian virtual university

20123 yrs2015

Diploma in teaching, Montessori Teacher Education

IIMS INSTITUTE LIMITED

20111 yr2012

Join Pooja and 10k+ other professionals on

Tal Boss

Tal is the app where bosses meet engineers & builders directly, without middlemen

Download Tal Boss

Pooja Morkar on Tal

Headline

Subject Matter Expert @ 1st Financial Bank USA | Credit Recovery, Risk Management

About

With nearly a decade of experience at 1st Financial Bank USA, I specialize in credit recovery and risk management, focusing on charge-off accounts exceeding 180 days. By conducting thorough account reviews and resolving escalated cases, I ensure adherence to regulatory requirements and internal policies while maintaining high customer satisfaction standards. My role involves overseeing the blocking and unblocking process for delinquent accounts to safeguard compliance. Collaborating with cross-functional teams, I contribute to optimizing operational efficiency and developing strategies that enhance the recovery process. My commitment to excellence and thorough understanding of financial processes enable me to identify improvement opportunities and support the organization’s growth objectives.

Location

Bengaluru

Work experience

Subject Matter Expert at 1st Financial Bank USA, Oct 2016 - Present · 9 yrs 7 mos, Bengaluru, Karnataka, India, ☛ Manage credit card recoveries from US customers, focusing on accounts in the Credit Recovery Unit (CRU) that have exceeded 180 days (Charge-Off Accounts), ensuring timely and effective collections. ☛ Handle escalations for complex cases, providing prompt resolution while adhering to customer satisfaction and quality standards. ☛ Oversee risk management and ensure full compliance with regulatory requirements and internal policies throughout the recovery process. ☛ Conduct daily reviews of agents' worked accounts, ensuring accuracy, effectiveness, and adherence to collection strategies (Account Reviews). ☛ Administer blocking and unblocking of web access for delinquent accounts to ensure appropriate customer access based on account status. ☛ Utilize skip tracing techniques (e.g., Accurint Search, White Pages, Yellow Pages) to locate customers and facilitate communication for recovery efforts. ☛ Collaborate with attorneys on bankruptcy cases, ensuring proper handling and resolution according to legal procedures. ☛ Coach and provide feedback to team members, offering support and guidance to enhance their performance and meet team goals. ☛ Review customer files, prioritize accounts, and develop tailored communication strategies to maximize recovery rates. ☛ Send emails, faxes, and letters according to payment plans, ensuring proper documentation and timely follow-ups. ☛ Handle disputes and escalations, delivering high levels of customer service and ensuring satisfaction within established quality parameters. ☛ Leave voicemail messages for non-responsive customers, maintaining diligent follow-ups to increase engagement and recovery efforts.

Financial Admin Associate at Dell Technologies, Apr 2014 - Oct 2015 · 1 yr 7 mos, Bengaluru North, Karnataka, India, ☛ Collaborated with the Global Financial Services (GFS) team to investigate Dell Consumer Accounts, ensuring legitimacy of purchases. ☛ Identified fraudulent transactions, taking immediate action to cancel them and prevent further processing. ☛ Communicated with customers via email and phone to verify purchases, ensuring accuracy and transparency in each case. ☛ Resolved disputes efficiently when customers denied transactions, providing excellent customer service and support. ☛ Analyzed account and transaction patterns to detect and determine emerging fraud trends, enhancing fraud detection efforts. ☛ Placed holds on credit cards when fraudulent activity was identified, minimizing financial risk and protecting customer accounts.

Associate at ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED, Apr 2013 - Oct 2013 · 7 mos, On-site, ☛ Conducted outbound calls to various insurance agencies across the US to facilitate communication and ensure timely collection of premium payments. ☛ Managed the process of collecting premium amounts from homeowners, ensuring accuracy and prompt payment. ☛ Facilitated insurance coverage for mortgaged properties on behalf of homeowners, ensuring proper documentation and compliance with lender requirements.

Education

Bachelor of Commerce - BCom, Business/Commerce, General, Indian virtual university

Diploma in teaching, Montessori Teacher Education, IIMS INSTITUTE LIMITED