Nilupamala Samanthi Weerakoon
Glenwood
Summary
Highly accomplished and results-oriented professional with 18 years of extensive experience in the Banking & Finance industry, including a decade with HSBC Group. Recognized for consistently achieving outstanding performance ratings in debt recoveries and credit risk management. Proven expertise in secured and unsecured lending collections, fraud application detection, skip tracing, arbitration, and legal filing. Adept at leading and motivating high-performing teams to exceed targets in high-pressure environments, while maintaining a commitment to professional customer service and ethical practices. Seeking a suitable role in credit risk management to expand expertise across the end-to-end credit risk management cycle.
Overview
28
28
years of professional experience
Work History
Loss Prevention Officer
Allied Credit
09.2021 - Current
- Managed inbound and outbound calls regarding payment arrears, repossessions, hardship cases, and complaints.
- Negotiated payment plans and immediate payments, ensuring exceptional customer experience and utilizing advanced collection skills.
- Maintained accurate customer records, ensuring timely updates for every interaction.
- Ensured all collection activities strictly adhered to regulatory requirements (NCCP, Privacy Act, RG 165) and internal procedures.
- Managed external collections agents for timely asset repossession, including necessary documentation.
- Identified hardship triggers to ensure full regulatory compliance and facilitated appropriate referrals.
- Processed timely referrals and write-offs for unrecoverable debts and balance shortfalls post-asset sales.
- Detected potential fraudulent applications through proactive first payment default campaigns.
Collections Officer
Toyota Financial Services
11.2012 - 02.2014
- Managed and followed up on delinquent auto lease accounts (30-90 days overdue), consistently achieving challenging recovery targets.
- Negotiated effective payout and settlement arrangements, significantly contributing to debt recovery goals.
- Maintained high productivity, making an average of 100 calls per day for effective debt recovery.
- Coordinated and recommended accounts for repossession referral, optimizing recovery processes.
- Identified hardship accounts, advised customers on processes, and facilitated referrals to the dedicated hardship team.
- Successfully located un-contactable customers through extensive skip tracing utilizing legislative tools.
Collections Officer
Baycorp Pty Ltd (Australia)
11.2011 - 11.2012
- Managed an aged debt portfolio of approximately 650 accounts valued at $5,000,000.
- Consistently achieved challenging recovery targets through skilled negotiation of payouts and settlement arrangements.
- Ensured efficient debt recovery by making an average of 80 daily calls using a dialer system.
- Utilized critical listening, expert judgment, and analytical abilities to determine optimal engagement strategies for debtors.
- Conducted extensive daily skip tracing and investigations to locate debtors/customers effectively.
- Maintained ethical practices and protected client reputation while actively striving to reduce the debtor ledger, ensuring adherence to quality standards and operational procedures.
Collections Supervisor/Team Leader
Technology Leasing Pty (HAL group)
04.2008 - 10.2009
- Led and managed a team of 7 outbound and inbound collections officers, overseeing a weekly debt portfolio of approximately 1,000 accounts (0 to 90 days).
- Strategically managed flow rates between delinquent cycles to optimize recovery efforts.
- Conducted weekly calling and negotiation for payments on an overdue portfolio/ledger of approximately 200 accounts.
- Developed, designed, and delivered daily/weekly performance evaluation reports and feedback to collectors.
- Ensured timely recovery of debt by effectively following up with high-net-worth customers (debt value over $50,000).
Assistant Manager Card Payments and Service
HSBC Bank
05.2006 - 11.2007
- Managed a team of 20 full-time and part-time outbound/inbound collectors, consistently meeting stringent Key Performance Indicator (KPI) targets.
- Oversaw and optimized flow rates between delinquent cycles.
- Managed Cycle 2+ lagged delinquency and ensured collector performance indicators aligned with Annual Operating Plan (AOP) and HSBC Regional targets.
Senior Recoveries Officer
HSBC Bank
02.2003 - 05.2006
- Managed legal correspondence for cases transferred to/from lawyers and third-party legal institutions.
- Streamlined information retrieval from courts by updating and verifying details, enhancing procedural efficiency.
- Liaised effectively with lawyers and third parties concerning all written-off and non-written-off debts.
- Represented the bank at the District Court of Colombo, Sri Lanka.
- Reconciled and processed payments to lawyers and process servers for rendered services.
- Delegated and coordinated summons, decree, and writ executions with private process servers, including legal documentation preparation.
- Managed the supervisory queue daily, ensuring operational continuity and oversight.
Collections Officer (Front End)
HSBC Bank
01.2001 - 01.2003
- Managed inbound and outbound calls with overdue cardholders, successfully negotiating payments across high, medium, and low-risk accounts.
Credit Card Application Verification & Credit Officer
HSBC Bank
01.1999 - 01.2001
- Oversaw all stages of credit card issuance verification, including applications from expatriates and self-employed individuals.
System Testing and Development Officer (HSBC System conversion)
HSBC Bank
01.1998 - 01.1999
- Contributed to the system testing and development during the HSBC system conversion project.
Cards Customer Operations Officer
HSBC Bank
01.1997 - 01.1998
- Responsible for credit card embossing and dispatching operations.
Education
Bachelor of Business - Management & Marketing
Edith Cowan University
01.2007
Skills
- Debt Recovery & Collections: Secured & Unsecured Lending, Delinquent Account Management, Settlement Negotiation, Arbitration, Legal Filing, Skip Tracing, Loss Prevention
- Credit & Application Verification: Comprehensive Application Review, Credit Assessment, Fraud Application Detection, Risk Mitigation
- Customer Relationship Management: Seasoned Negotiation, Difficult Customer Handling, Service Excellence, Relationship Management, Hardship Management
- Leadership & Team Management: Team Leadership, Performance Coaching, Target Achievement, Motivational Leadership, Staff Development, Stakeholder Management
- Operational Excellence: Attention to Detail, Process Improvement, Compliance Adherence (NCCP, Privacy Act, RG 165), Reporting & Analysis, Quality Assurance
Accomplishments
- Awarded outstanding performance rating in the HSBC end of year performance appraisals in 2003, 2004, and 2005.
- Awarded outstanding performance rating at Allied Credit in 2023.
LNGG
English (Fluent)
Sinhalese (Fluent)
Awards
Awarded outstanding performance rating in the HSBC end of year performance appraisals in 2003, 2004, and 2005., Awarded outstanding performance rating at Allied Credit in 2023.
Timeline
Loss Prevention Officer
Allied Credit
09.2021 - Current
Collections Officer
Toyota Financial Services
11.2012 - 02.2014
Collections Officer
Baycorp Pty Ltd (Australia)
11.2011 - 11.2012
Collections Supervisor/Team Leader
Technology Leasing Pty (HAL group)
04.2008 - 10.2009
Assistant Manager Card Payments and Service
HSBC Bank
05.2006 - 11.2007
Senior Recoveries Officer
HSBC Bank
02.2003 - 05.2006
Collections Officer (Front End)
HSBC Bank
01.2001 - 01.2003
Credit Card Application Verification & Credit Officer
HSBC Bank
01.1999 - 01.2001
System Testing and Development Officer (HSBC System conversion)
HSBC Bank
01.1998 - 01.1999
Cards Customer Operations Officer
HSBC Bank
01.1997 - 01.1998
Bachelor of Business - Management & Marketing
Edith Cowan University
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