Felishya Vivera

Financial Health and Support Collection Advisor @Deloitte

As a Financial Health & Support and Collections Advisor, I work at the intersection of customer-support, financial recovery, and risk management, supporting NatWest Bank clients through complex financial challenges.In this role, • Lead conversations with vulnerable customers to provide tailored solutions around debt recovery, arrears management, and financial rehabilitation • Design and implement strategic recovery plans focused on long-term financial wellbeing • Apply regulatory knowledge to ensure compliance with responsible lending and collections practices • Leverage data insights to identify at-risk accounts and improve support outcomes • Collaborate with internal stakeholders to enhance collections processes and customer engagementI’m passionate about financial inclusion, ethical recovery, and helping individuals regain control through respectful, solution-focused support.