Company: PRA Group, Inc., Norfolk, VA
Company Description: As a global leader in acquiring and collecting nonperforming loans, PRA Group, Inc. returns capital to banks and other creditors to help expand financial services for consumers in the Americas, Europe and Australia. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt. For more information, please visit www.pragroup.com.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Female Employee of the Year - Business
 Nomination Title: Vikki Wilkins, Head of Customer Services for the UK
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below:
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 172 words used.
Vikki Wilkins is head of customer services for PRA Group’s UK operation. Wilkins entered the debt collection industry in 1994 with customer service as her top priority. She was ahead of her time in believing the best long-term success would come from doing things the right way for the right reasons, a principle on which PRA Group was itself founded two years later in 1996. When PRA Group acquired Mackenzie Hall and eventually consolidated offices, Wilkins [REDACTED FOR PUBLICATION] saw an opportunity to create a vulnerability team within the larger [REDACTED FOR PUBLICATION] team.
Throughout her career with PRA Group, Wilkins has championed the development of teams and processes for addressing vulnerable populations [REDACTED FOR PUBLICATION]. Wilkins earned a 2020 “Transformation of the Year” Women in Credit Award for her work with vulnerable customers.
Wilkins’ passion for helping vulnerable populations has permeated not only the processes and policies of her team, but also the broader debt industry and its nonprofit support networks throughout the UK.
- Outline the nominee's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 220 words used.
[REDACTED FOR PUBLICATION]
Wilkins built and champions many of the company’s relationships with nonprofits dedicated to improving the lives of and interactions with vulnerable customers, such as Money Advice Liaison Group (MALG), Money Advice Trust (MAT), and Surviving Economic Abuse (SEA).
In 2022, she helped [REDACTED FOR PUBLICATION] pilot the Economic Abuse Evidence Form with SEA and Money Advice Plus [REDACTED FOR PUBLICATION]
During MAT’s 2023 Vulnerability Academy, Wilkins delivered and arranged for her team to lead several trainings for other companies. In June 2023, she spoke at the UK Finance Collections and Recoveries Conference about how the industry can better identify and support at-risk customers.
Wilkins also championed the adoption of a free benefits calculator for customers. Conscious of the cost-of-living crisis and the challenges her own team is experiencing, she ensured the calculator is also available to PRA Group’s employees.
Wilkins was recently personally invited to help PRA Group’s U.S. chief risk and compliance officer develop a strategy to revamp its focus on the customer journey and provide vulnerability insights.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 92 words used.
Wilkins is pictured speaking about vulnerability at the UK Finance Collections and Recoveries Conference:https://www.linkedin.com/feed/update/urn:li:activity:7075094089473425408
Wilkins is listed as a MALG Ambassador on the Money Advice Liaison Group website: https://malg.org.uk/money-advice-liaison-group-malg-celebrates-35th-anniversary-with-launch-of-ambassador-programme/
Surviving Economic Abuse quoted Wilkins when they launched the Economic Abuse Evidence Form: https://www.facebook.com/PRAGroupInc/posts/pfbid02miNhGMNYtdjP75uhR5n5oTrMXLi8K3GcbJeA9baCXiJeHRxo3Vx7BTnmPiU33QGkl?locale=hi_IN
All internal documentation pertaining to the organization’s structure remains confidential due to our status as a publicly traded company.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 235 words used.
Wilkins’ vulnerability team is the first of its kind within PRA Group. She trained her teammates to recognize signs of economic abuse, identify specific needs and circumstances, and sustainably help customers improve their financial futures. In leading this team, Wilkins has proven herself a hands-on expert whose leadership inspires personal accountability and drives ethical, empathetic behavior.
Wilkins has used data and voice analytics to inform and evolve her team’s approach to caring for individual customers and their unique needs. Her innovation has helped the business acquire portfolios from sellers who trust PRA Group’s approach to vulnerability and build better relationships with customers.
Wilkins’ advocacy for partnerships with nonprofits that support vulnerable populations has been transformative for both PRA Group and the broader industry. In 2022, she was instrumental in helping SEA and Money Advice Plus [REDACTED FOR PUBLICATION] pilot the first-ever Economic Abuse Evidence Form. [REDACTED FOR PUBLICATION] Companies can use it to confirm their customer’s experience without having to ask them to re-visit trauma. Wilkins ensured PRA Group was an early adopter of this first-of-its-kind form.
Wilkins has helped establish PRA Group’s UK team as a leader in caring for vulnerable customers and has deepened business and community relationships through her involvement with Money Advice Liaison Group’s fortnightly forums and her trainings through MAT’s Vulnerability Academy.
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