Priyesh Shivalkar

Financial Assistant @Intrum

Glasgow, GB

Managed sensitive financial situations by setting up tailored payment plans and restructuring repayment schedules.•Conducted detailed budget planning with customers, providing accurate financial guidance to support long-term account management.•Delivered personalised solutions by actively listening to customer needs and ensuring compliance with financial policies.•Handled account closures and maintained accuracy in financial record-keeping and reconciliations.•Built strong customer relationships through empathy and professional communication, ensuring trust and satisfaction.•Collaborated with internal teams to resolve escalated cases efficiently and improve overall service delivery.•Consistently achieved performance targets in customer satisfaction, issue resolution, and operational efficiency.•Manage both unsecured and secured lending products, including current accounts, loan accounts, credit cards, residential and buy-to-let mortgages.•Conduct arrears management and affordability assessments to determine sustainable solutions for customers in financial difficulty.•Utilise forbearance tools such as affordability calculators, short-term forbearance, redraw pots, and step-up payment arrangements to create tailored repayment strategies.•Handle specialised cases including interest-only mortgages, mature mortgages, short sales, and time-to-sell scenarios, ensuring fair outcomes for customers.•Provide solutions for payment shortfall events, advising on repayment options and supporting customers to regain financial stability.•Liaise on cases involving the litigation process, ensuring compliance with regulatory frameworks while seeking customer-focused resolutions.•Collaborate with cross-functional teams to ensure smooth handling of complex cases and to deliver consistent, high-quality service.•Consistently meet service targets in arrears resolution, customer satisfaction, and operational efficiency.