Varsha Gaur

I lead and mentor a high-performing team of 15 Customer Retention Specialists, ensuring they meet compliance standards, hit performance targets, and improve key KPIs like Right Party Contact, Promise Conversion Rate, and Kept Rate.

• Increased liquidation from 58% to 63%+ by restructuring team targets and commission incentives, making sure performance aligned with our OKRs while maintaining efficiency with a leaner team model.
• Redesigned the new hire training program, cutting onboarding time from 17 to 12 days and introducing a hands-on training approach, which helped new hires transition smoothly and succeed faster.
• Took over Quality Assurance (QA) responsibilities, conducting audits, compliance checks, and performance reviews, ensuring accuracy and maintaining high service standards after the team shift.
• Handle escalations, working through complex customer concerns, disputes, and sensitive cases, ensuring fair and timely resolutions while protecting both customer experience and company policies.
• Partner with offshore analytics and credit risk teams, analyzing trends, identifying performance gaps, and refining internal processes to improve overall team efficiency.
• Lead weekly team meetings, aligning the group with business objectives and OKRs, sharing insights, and addressing any challenges to keep performance on track.

• Managed a portfolio of delinquent accounts, negotiating repayment plans, and liaising with customers to settle outstanding balances.
• Supported collections efforts through in-depth analysis of credit bureau reports, customer financials, and payment histories.
• Provided training and guidance to new employees, helping them understand portfolio management, negotiation techniques, and collections strategies.
• Worked closely with the management team to ensure account reconciliations were completed on time and accurately.

• Opened new personal loan accounts, and provide access to services.
• Assisted clients by proposing solutions to address financial objectives such as debt management, and other financial goals.
• Researched & evaluated loan applicant's financial status, references, credit & ability to repay the loan on time.
• Submitted credit and loan applications to branch or credit manager with recommendations for approval or rejection; or approve or reject applications within authorized limits ensuring that credit standards of the institution were respected.
• Prepared statements on delinquent accounts and forwarded irreconcilable accounts for collector action.