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, NZ03-2025
Bachelor of Arts - Accounting And Finance
Fiji National University
Fiji01-2013
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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