Farhana Rafiq
Manchester
Summary
Accomplished Collections Advisor and Credit Control Specialist with a strong background in risk analysis, financial assessment, and business debt recovery. Proven track record in conducting detailed Business and Personal Income & Expenditure (I&E) assessments, negotiating flexible settlements, and managing complex Personal Guarantee (PG) credit facilities. Highly skilled in navigating FCA regulations, Consumer Duty standards, and insolvency proceedings to deliver fair customer outcomes. A articulate communicator and problem-solver looking to leverage expertise in debt recovery and credit management to drive performance and minimise financial risk.
Overview
8
8
years of post-secondary education
8
8
years of professional experience
Work history
Collections Officer
Capital On Tap
Manchester, Lancanshire
07.2025 - Current
- Financial Assessments & Affordability: Conduct comprehensive Business and Personal Income & Expenditure (I&E) assessments to evaluate customer affordability accurately and establish sustainable repayment plans.
- Settlement Negotiation & Collections: Efficiently handle payment collections, negotiating lump-sum settlements and flexible payment arrangements tailored to both corporate and individual financial circumstances.
- Forbearance & Hardship Solutions: Assess customer circumstances to identify and implement appropriate forbearance measures, such as payment holidays, interest suppression, and term extensions.
- Personal Guarantee (PG) Credit Facilities: Apply specialist knowledge of Personal Guarantee credit structures to manage director and guarantor liabilities following facility defaults or business insolvencies.
- Insolvency Case Management: Process accounts subject to formal insolvency proceedings (including liquidation, administration, and bankruptcy) in line with statutory requirements and risk protocols.
- Debt Prioritisation & Vulnerability Support: Educate customers on distinguishing between priority and non-priority liabilities, recognising signs of financial vulnerability to offer tailored support.
- Raising vulnerbilities and laising with vulnerable department to transfer new cases after completing a vulnerbale assessment
- Signposting Independent Advice: Proactively direct customers to relevant, free independent debt advisory services and external support organisations when extra guidance is required.
- FCA Compliance & Fair Outcomes: Strictly adhere to Financial Conduct Authority FCA regulations and Consumer Duty principles, delivering fair outcomes on every call while consistently exceeding my (KPIs)
- Administration & Document Processing: Manage high volumes of account documentation, legal notices, and email correspondence, maintaining precise, auditable account records.
Payment Management Advisor
Capita
11.2022 - 07.2025
- Skilled in affordability assessment and setting up tailored payment arrangements to support the debt recovery process.
- Used secure systems to process payments and resolve credit file disputes, escalating issues where necessary.
- Demonstrated active listening, empathy, and effective communication to support clients facing financial hardship.
- Well-versed in working with vulnerable customers and experienced in facilitating communication via Relay UK while maintaining GDPR compliance.
- Completing income and expenditure to assess affordability.
- Experienced in working within an FCA regulated environment, with a strong understanding of FCA guidelines and treating customers fairly.
- Took ownership of customer interactions, prioritised tasks, and collaborated with colleagues to deliver timely and fair outcomes.
- Https://www.capita.com/
- Remote
Customer Service Call Handler
Tech Mahindra
Manchester Salford
04.2022 - 05.2022
- Maintained professional phone etiquette while handling complex customer queries.
- Diagnosed and navigated technical IT issues effectively.
- Used CRM systems to log, track, and resolve queries.
- Https://www.techmahindra.com
Social Media Promoter
Sangam
Manchester Didsbury
07.2021 - 01.2022
- Created content and managed the firm’s social media presence.
- Participated in team discussions to explore trends and brainstorm new ideas.
- Contributed to the development of creative strategies to boost engagement.
- Https://www.sangam.co.uk
Customer Service Assistant
McDonald's
Manchester Ardwick
10.2018 - 02.2021
- Delivered fast, friendly service across drive-thru, tills, and food preparation areas.
- Analysed customer feedback to support business improvements.
- Promoted additional products to boost sales and meet team targets.
- Https://www.mcdonalds.com
Education
Social Media Marketing Course
Marketcetption Academy
02.2021 - 06.2021
Awarded (DDM) - Health and Social Care (Level 2)
Openshaw Manchester College
09.2015 - 05.2018
GCSE English (C), GCSE Mathematics (C)
Levenshulme High School
09.2010 - 06.2015
Skills
- Excellent Communication
- Risk analyst
- Administrative
- Empathy
- Phone Etiquette
- Negotiation
- Affordability assessments
- Rapport qualities
- Organisational Skills
- Attention To Detail
- Time Management
- Problem Solver
- Familiarity with FCA regulations
- Insolvency awareness
Contact details
- E: farhanarafiq53@gmail.com
- M: 07450197687
- W: LinkedIn: www.linkedin.com
Timeline
Collections Officer
Capital On Tap
07.2025 - Current
Payment Management Advisor
Capita
11.2022 - 07.2025
Customer Service Call Handler
Tech Mahindra
04.2022 - 05.2022
Social Media Promoter
Sangam
07.2021 - 01.2022
Social Media Marketing Course
Marketcetption Academy
02.2021 - 06.2021
Customer Service Assistant
McDonald's
10.2018 - 02.2021
Awarded (DDM) - Health and Social Care (Level 2)
Openshaw Manchester College
09.2015 - 05.2018
GCSE English (C), GCSE Mathematics (C)
Levenshulme High School
09.2010 - 06.2015