Nikhita Wagle Email & Phone Number

Auckland, NZ

New Zealand

• Established a robust framework and workflow for risk controls, enabling efficient auditing and evaluation of team functions to ensure compliance and mitigate operational risks.
• Strengthened partnerships with debt collection agencies and implemented targeted campaigns, resulting in a substantial increase in recovery rates.
• Collaborated with the engineering team to automate manual collection processes and implement hardship reporting systems.
• Structured and implemented a comprehensive hardship process, including the re-drafting of a detailed hardship policy.
• Achieved significant reductions in bad debt write-offs, consistently exceeding budget expectations and delivering exceptional results.
• Developed training programs to elevate agents into proficient hardship officers while mentoring others towards securing roles as second-in-command.

Auckland, New Zealand

• Successfully simplified and streamlined processes to make them more efficient and customer-friendly, contributing to improved overall team and customer satisfaction.
• Played a key role in assisting with the implementation of new system applications, ensuring seamless integration into the team's workflow.
• Ensured strict alignment with company and government policies, particularly in compliance with the CCCFA, to mitigate risks and maintain regulatory compliance.
• Established processes for working closely with budget advisors to provide enhanced assistance to customers facing financial hardship.
• Introduced a digital platform for the hardship team, enabling automated emails and reminders to customers. Implemented an online hardship application system, simplifying document submission and reducing decision times.
• Reduced assessment time for Financial Lending Advisors (FLAs) by over 50%, making the process simpler and faster while reducing pending follow-ups and application volumes.

Auckland, New Zealand

• Focused on enhancing the team's knowledge and skills to meet the evolving demands of the financial industry. Conducted coaching sessions and provided one-on-one guidance to team members, imparting essential training.
• Maintained a meticulous approach to auditing processes, resulting in consistent adherence to quality standards. Completed all audits and control tasks in a timely and accurate manner to ensure compliance with company.
• Ensured that all applications were processed within legislative time frames, consistently monitoring inbound and outbound calls to optimize team performance.

Auckland, New Zealand

• Offered Empathetic and Informative assistance to customers who are going through financial hardship through inbound and outbound communication.
• Evaluation of hardship applications submitted by our customers. This involves reviewing their financial documentation, assessing their eligibility, and making recommendations to our management for the approval of these.
• Active collaboration for organizing events, initiatives, or campaigns aimed at improving customer relations or enhancing our company culture.

Auckland, New Zealand

• Collaboration with the Team Leader to support special processes related to credit cards and personal loans.
• Handling of escalated customer complaints with professionalism and efficiency that aligned with company policies while ensuring a positive customer experience.
• Utilization of my negotiation skills to make realistic payment arrangements with customers to bring overdue accounts up to date.

Auckland, New Zealand

Mumbai, Maharashtra, India