Summary
Overview
Work History
Education
Skills
References
Accomplishments
Languages
Websites
References
Timeline
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Shiwangni Mala

Massey,New Zealand

Summary

Dynamic Lending Officer with a proven track record at Gilrose Finance, excelling in credit analysis and negotiation. Adept at enhancing customer satisfaction through effective communication and proactive problem-solving. Recognized for achieving collection targets and maintaining compliance, driving operational efficiency while fostering strong client relationships.

Overview

14
14
years of professional experience

Work History

Albany

Gilrose Finance
Albany
06.2022 - Current
  • Evaluated creditworthiness by processing loan applications within specified limits.
  • Assessed personal, secured, and business loans according to CCCFA guidelines.
  • Conducted credit checks on Centrix and Equifax/Illion to determine eligibility for loan approval.
  • Interviewed applicants to assess financial eligibility and feasibility for loan granting.
  • Communicated with clients to request or provide necessary information.
  • Justified decisions on approvals and rejections, documenting outcomes effectively.
  • Completed loan contracts and counseled clients on policies and restrictions.
  • Maintained and updated account records while ensuring compliance with regulations.

Auckland

Heartland Bank
Newmarket, Auckland
01.2022 - 06.2022
  • Managed portfolio of delinquent customers over 90 days to reduce arrears.
  • Negotiated repayment arrangements within established guidelines and policies.
  • Ensured compliance with credit contracts, consumer finance acts, and privacy regulations through effective communication.
  • Assisted customers with refinance options and submitted proposals to management.
  • Conducted repossession write-ups for on-sold vehicles and initiated seizure processes.
  • Performed administrative tasks, including charge-off form completion and submission to management.
  • Collaborated with field agents, recovery agency, customer service, solicitors, and budget advisors to streamline processes.
  • Provided management with written submissions for refinancing or restructuring cases.

Collection Customer Service Representative

Receivables Management NZ Limited
Auckland, Auckland
01.2019 - 01.2022
  • Collected accounts efficiently and timely, adhering to corporate policies and procedures.
  • Achieved collection targets established by department expectations.
  • Maintained thorough knowledge of client requirements and applicable systems.
  • Met performance targets, including accounts worked, PTP, KPR, and valuable call outcomes.
  • Determined appropriate actions for accounts based on customer circumstances and client expectations.
  • Ensured compliance with privacy policies and regulations at all times.
  • Maintained account integrity by following valuable call outcome requirements.
  • Communicated effectively with customers, peers, and management to foster collaboration.

Senior Collections Officer

Bank of South Pacific Fiji
01.2012 - 11.2019
  • Managed retail loan arrears portfolio, ensuring compliance with bank policies and Reserve Bank of Fiji regulations.
  • Maintained organized diary for all arrangements, enhancing operational efficiency.
  • Generated comprehensive reports for head office in Papua New Guinea and various retail loan reports.
  • Ensured quality standards throughout processes to achieve sustainable resolutions.
  • Liaised with branch personal bankers, managers, and business relationship managers regarding retail accounts.
  • Proactively drove team objectives alongside branch and corporate business units.
  • Assisted customers facing financial difficulties with restructuring options in accordance with consumer credit act.
  • Issued letters and default notices to delinquent customers while reviewing loan files for arrears portfolio.

Loans Officer

Bank of South Pacific Fiji
Lautoka, Fiji
01.2017 - 01.2019
  • Processed secured and unsecured loans, including car and mortgage applications, ensuring compliance with Reserve Bank of Fiji policies.
  • Facilitated customer signing of Offer Letters for both Unsecured and Secured Loans.
  • Addressed client inquiries regarding deposit and loan accounts, including issuing bank statements and Internet Banking registrations.
  • Opened personal and business accounts under established guidelines, including fixed-term accounts.
  • Managed cash and cheque deposits and withdrawals for personal and business accounts.
  • Issued replacement cards for personal and business accounts to enhance customer satisfaction.
  • Promoted bank's vision to attract investments, driving overall growth while maintaining high service standards.
  • Recognized as All-Rounder in branch-level Personal Banker of the Quarter 2018 award.

Education

Financial Services

Massey University
Auckland, NZ
03-2025

Bachelor of Arts - Accounting And Finance

Fiji National University
Fiji
01-2013

Skills

  • Technical sales and service expertise
  • Oral and written communication
  • Leadership and team management
  • Customer service excellence
  • Proactive problem-solving skills
  • Planning and time management
  • Technical sales and service expertise
  • Oral and written communication
  • Leadership and team management
  • Customer service excellence
  • Proactive problem-solving skills
  • Planning and time management

References

Reference available on request

Accomplishments

  • Bronze medal - South Pacific Games 2003
  • Service appreciation by BSP country manager

Languages

English
Professional
Hindi
Professional

References

References available upon request.

Timeline

Albany

Gilrose Finance
06.2022 - Current

Auckland

Heartland Bank
01.2022 - 06.2022

Collection Customer Service Representative

Receivables Management NZ Limited
01.2019 - 01.2022

Loans Officer

Bank of South Pacific Fiji
01.2017 - 01.2019

Senior Collections Officer

Bank of South Pacific Fiji
01.2012 - 11.2019

Financial Services

Massey University

Bachelor of Arts - Accounting And Finance

Fiji National University

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Shiwangni Mala